This role requires strong problem-solving skills, cross-team collaboration, and a focus on process improvement.
You will work closely with engineering, technical support, and customer success teams to enhance the overall customer experience and drive operational efficiency.
- Respond to customer inquiries via email or ticketing system, ensuring timely resolution and proper documentation.
- Diagnose and troubleshoot basic technical issues, providing clear, step-by-step guidance to users.
- Escalate unresolved cases to L2/L3 support teams, ensuring proper documentation of troubleshooting steps.
- Collaborate with developers, administrators, and stakeholders to meet project goals and deliver high-quality solutions.
Requirements:
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Cloud certification (Azure or AWS) is required.
- Basic to intermediate SQL proficiency is essential.
- Availability to work in a 24/7 rotational shift, with a primary focus on the PST time zone
- 1-3 years of experience in customer success, technical support, or a related role within a SaaS company.
- Strong communication and interpersonal skills to build and maintain customer relationships.
- Experience using CRM tools (e.g., Salesforce, HubSpot, Zendesk) and other SaaS platforms.
- Ability to collaborate effectively with engineering and support teams for seamless issue resolution.
- Basic understanding of SaaS products, cloud applications, and APIs (preferred).
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving skills with keen attention to detail.
- Willingness to work in shifts, including nights, weekends, and holidays, as required.
