Core Responsibilities:

• Business-to-business customer and technical support handling calls, text messages, and emails

• End-to-end problem resolution approach to customer service

• Proactively reach out to customers through outbound calls to resolve complex cases

• Confidently guide customers through the steps to resolve issues

• Coordinate with different departments to resolve cases promptly

• Understand the app and perform troubleshooting steps to determine the cause of the problems

• Log Jira tickets when a case is proven to result in a bug upon testing

• Upsell services when the issue is already out of the normal Customer Support Scope

Job qualifications & experience:

• At least 5 years of Customer Support experience with SaaS background (preferred, not required)

• Strong experience in app or software troubleshooting with a focus on overall customer satisfaction

• “Can do” attitude

• Strong experience in handling outbound and scheduled calls

• Upsell/Sales experience is a PLUS

• Fluent in English with excellent grammar and a neutral accent

• Experience in using Jira/Zendesk or any ticketing tool