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Customer Support Specialist (SaaS Software)

Soft 'n' WebRajkot, Gujarat, India

30+ days ago

Job description

We’re looking for a proactive and empathetic Customer Support Specialist to join our team in Rajkot . This is an on-site role supporting users of our SaaS platform , ensuring they have a smooth, positive experience across every touchpoint. You’ll handle inquiries, resolve technical issues, log bugs, and guide users to get the most out of our product. Your work will directly impact customer satisfaction, retention, and product improvement.

What You’ll Do

Customer Support & Communication

Respond promptly to customer inquiries via email, chat, phone, or in-app messaging
Assist users through onboarding, troubleshooting, and using key features
Maintain a friendly, clear, and solution-focused tone in every interaction

Issue Tracking & Resolution

Log technical issues and support tickets accurately using JIRA (or similar tools)

Escalate bugs or critical issues to the development team

Follow up to ensure resolutions are successful and satisfactory

Documentation & Knowledge Base

Create and update FAQs, help articles, and user guides

Identify recurring questions or pain points and suggest improvements

Customer Insights & Feedback

Gather and organize customer feedback to support product

Monitor social media channels for comments, questions, and concerns

Share recurring issues and feature requests with product and dev teams

Provide regular reports on customer sentiment and support trends

Performance Monitoring

Track KPIs like response time, resolution rate, CSAT, and ticket backlog

Ensure alignment with internal SLAs and service standards

What You’ll Bring

Required

Excellent written and verbal communication

Strong troubleshooting and problem-solving skills

Quick learner, able to adapt to new tools and workflows (especially AI-driven ones)

Comfortable multitasking across different tasks and platforms

Familiar with CRM / helpdesk tools (e.g., JIRA, Zendesk, Intercom)

Patience, empathy, and professionalism in dealing with users of all technical levels

Understanding of how customers interact via social platforms (Instagram, LinkedIn, etc.)

Preferred

Experience in SaaS, tech, or startup environments

Knowledge of AI tools, automation workflows, or digital marketing platforms

Ability to contribute to customer-facing documentation

Basic technical knowledge (APIs, browser issues, integrations)

Why Join Us?

Be a key part of a fast-growing SaaS company

Work from a collaborative office environment in Rajkot

Opportunity to shape support processes as we scale

Work cross-functionally with product, dev, and marketing teams

Grow in a fast-paced, startup culture where your contributions matter

Location : Rajkot (Work from Office)

Schedule : Full-Time (Flexible hours within standard business time)

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Customer Support Specialist • Rajkot, Gujarat, India

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