Customer Support Representative I

Accountabilities: You will deliver high-quality customer support by addressing questions, troubleshooting technical issues, and ensuring customers receive clear guidance and timely follow-through. Provide exceptional customer service through clear communication, responsive follow-up, and effective advocacy for customer needs. Handle customer questions and concerns professionally, maintaining strong relationships and ensuring timely responses. Manage multiple customer interactions, establish priorities, and communicate expected resolution timelines clearly. Assist customers through Zoom video calls, remaining accessible and available with your camera on when needed. Record and investigate incidents received through phone, chat, email, and other support channels. Gather relevant information, including step-by-step reproductions, logs, and screenshots, to diagnose customer issues. Troubleshoot problems involving software functionality and configuration, internet connectivity, hardware, networking, and related technical areas. Work with support colleagues and other internal teams to resolve customer issues and communicate potential product enhancements. Recommend useful articles and contribute to the knowledge base to help customers find answers independently. Participate in testing new product releases and share feedback to improve product quality and support effectiveness. Maintain accurate and detailed customer notes and contribute to the team's shared knowledge resources. Adapt to evolving responsibilities and take on additional duties as business needs change. Requirements : The ideal candidate has a background in technical customer support, strong troubleshooting capabilities, and a genuine commitment to helping customers. You should be comfortable managing several conversations, handling challenging situations, and communicating technical information clearly. At least 2 years of technical support experience in a product-based organization, preferably within the B2B SaaS industry. Strong technical aptitude, analytical thinking, and troubleshooting skills. Experience resolving technical inquiries in a structured and professional manner. Excellent customer service orientation and the ability to remain calm and composed when handling stressful customer situations. Strong written and verbal communication skills, with fluency in English. Experience working with ticketing systems and documenting customer interactions. Familiarity with inbound phone support, live chat, and customer follow-up emails. Excellent note-taking and information-gathering skills. Ability to work independently while collaborating effectively with colleagues across different levels. Strong organizational skills and the ability to prioritize multiple customer requests. Willingness to assist customers through live Zoom video calls with your camera on. Benefits : Remote working opportunity. Opportunity to join a global, remote-first organization with team members across multiple countries. Exposure to a large-scale AI-powered SaaS platform serving businesses worldwide. Collaborative environment focused on customer outcomes, innovation, and continuous improvement. Opportunities to expand technical support expertise and take on more advanced troubleshooting responsibilities. Opportunity to contribute to product improvements, knowledge sharing, and customer experience initiatives.