Company:

SaaS Labs, founded in 2016, is a fast-growing company in the software as a service - SaaS- space focusing on the cloud contact centre space. The cloud contact centre space is a fast-growing market with an addressable opportunity of $24B globally and is expected to witness explosive growth in the next few years. The company was founded by Gaurav Sharma, who is a third-time entrepreneur, having successfully sold both his previous companies (in 2012 and 2016). With a current employee strength of 100, SaaS Labs expects to double it by the end of 2021. Bootstrapped since inception, the firm recently closed a large venture capital round from two large global funds The firm has two core products for now - justcall.io (https://justcall.io/) and helpwise.io (https://helpwise.io/) and the vision is to build a portfolio of contact centre offerings and not just restrict to these products only.

About the Role:

As a member of our Support organization, your focus is to deliver post-sales support and solutions to our customer base while serving as an advocate for customer needs. This involves resolving post-sales technical concerns regarding the use of and troubleshooting for our product JustCall, Helpwise, etc.

As technical support specialist, you are responsible for deeper issue troubleshooting, documenting technical solutions and providing advice and assistance to internal SaaS Labs employees on diverse customer situations and escalated issues.

Responsibilities :

- Act as a bridge between the L1 Support team and the Engineering team

- Second level troubleshooting of the issues raised by L1 agents

- When required escalate tickets with product/engineering team for the same, and connect with the relevant stakeholders to get them to closure

- Work with the Product team to prioritise the issues

- Work with upstream providers to prioritise concerns and get a closure on the same

- Reduce the overall time to resolve for tickets raised as bugs

- Work with CSMs and Product team to help prioritise the feature requests raised by the customers

- Identify repeated problems, and opportunity for technological resolution to avoid future tickets with same concerns

- Review the solutions documentation from technical standpoint and keep it up to date

Qualifications : 

- Minimum of 2 years of experience in IT Industry preferably working in a customer facing role, preferably with international customers

- Hands-on experience with SQL, HTML, PHP, Javascript

- Expertise in finding creative solutions to effectively address customer concerns

- Proficient to ensure customer issues are resolved in the most timely and effective manner possible

- Demonstrable ability to handle various tasks or projects with changing priorities.

- Familiarity with support systems like Intercom, Zendesk etc.

- Understanding about CRMs and why businesses use them. Past experience of working with a CRM is a plus

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.