Product Support Executive

We are looking for a proactive and customer-focused Support Executive to join our B2B SaaS team. In this role, you will be the first point of contact for our clients, ensuring a seamless support experience through prompt issue resolution, product guidance, and exceptional communication.

Responsibilities

• Respond to client queries via calls, emails, and chat platforms with a professional and empathetic approach.
• Understand client needs and provide accurate, timely solutions related to our SaaS product features and usage.
• Offer product walkthroughs and onboarding support to help customers get started and use the platform effectively.

• Troubleshoot and resolve customer issues within defined SLAs, escalating to technical teams when necessary.
• Maintain detailed records of client interactions, issues, and feedback using ticketing and CRM systems.
• Collaborate with the product and development teams to relay customer feedback and improve user experience.

Requirements

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  Bachelor's degree in any discipline.
• 1-3 years of experience in customer or technical support, preferably in a B2B SaaS environment.
• Strong problem-solving and communication skills, both verbal and written.
• Familiarity with support ticketing tools (e.g., Freshdesk, Zendesk, Zoho Desk) and CRM platforms.
• Ability to prioritize and manage time efficiently in a fast-paced environment.
• A customer-first mindset with a focus on satisfaction and long-term client success.