Customer Software Support Specialist

About the role

We are looking for a Customer Software Support Specialist to provide prompt, empathetic assistance to our SaaS clients. You will act as the bridge between customers and internal product teams, ensuring issues are resolved efficiently and clients get maximum value from our platform.

Key responsibilities

• Respond to client queries via email, phone, or live chat and educate them on product features.
• Troubleshoot technical problems, including configuration errors, integration issues, and performance bottlenecks.
• Log detailed tickets in Jira, prioritize based on severity, and provide workarounds until permanent fixes are deployed.
• Collaborate with product managers, developers, and QA engineers to drive swift issue resolution.
• Maintain up‑to‑date knowledge of product updates and contribute to FAQs, user guides, and training materials.
• Monitor support metrics, generate trend reports, and recommend process or product improvements.

Required profile

• Bachelor’s degree in Computer Science, IT, Engineering or equivalent experience.
• 2+ years in technical support or customer success within a SaaS environment.
• Strong problem‑solving aptitude and ability to handle multiple tasks in a fast‑paced setting.
• Excellent verbal and written communication skills, capable of explaining complex concepts simply.

Required skills

• Hands‑on experience with ticketing systems such as Jira or Zendesk.
• Understanding of software systems, databases, APIs, and integrations.
• Familiarity with cloud platforms (AWS, Azure) and web technologies (HTML, CSS, JavaScript).