Customer Support Representative I

Accountabilities: Deliver exceptional customer support through clear communication, responsive follow-up, and effective advocacy for customer needs across internal departments. Handle customer questions, concerns, and technical inquiries professionally, ensuring timely responses and positive customer relationships. Manage multiple customer interactions simultaneously while establishing priorities and communicating expected resolution timelines clearly. Provide assistance through various communication channels, including inbound phone calls, live chat, email, and Zoom video calls. Remain accessible and available for customer video consultations, using camera-enabled Zoom sessions when necessary to explain solutions and address concerns. Receive, document, and manage incident-related information using appropriate support tools, processes, and procedures. Investigate technical issues by gathering relevant information, including reproduction steps, system logs, screenshots, and other diagnostic details. Troubleshoot a broad range of technical problems involving software functionality, configurations, internet connectivity, hardware, networking, and related technical environments. Resolve customer issues independently when possible and collaborate with other support team members and technical departments when additional expertise is required. Recommend product improvements and communicate customer enhancement requests to relevant internal teams. Contribute to internal and external knowledge resources by documenting recurring issues, suggesting knowledge base articles, and promoting customer self-service. Participate in testing new product releases and provide feedback to help improve product functionality and customer experience. Apply sound judgment within established policies and procedures while maintaining professionalism in challenging customer interactions. Adapt to evolving responsibilities and additional operational requirements as business needs change. Requirements: At least 2 years of previous experience in technical customer support, preferably within a product-based organization or Business-to-Business (B2B) Software-as-a-Service (SaaS) environment. Strong technical aptitude, analytical thinking, and troubleshooting capabilities, with the ability to investigate and resolve a variety of software-related issues. Experience using customer support ticketing systems and managing customer incidents through structured workflows. Familiarity with handling multiple support channels, including inbound phone calls, live chat, and follow-up emails. Excellent written and verbal English communication skills, with the ability to explain technical information clearly and professionally. Strong customer service orientation and a genuine commitment to delivering helpful, responsive, and solution-focused support. Demonstrated ability to remain calm and maintain self-control when handling frustrated customers or stressful situations. Excellent organizational and note-taking skills, with the ability to document customer interactions, technical findings, and troubleshooting steps accurately. Ability to manage competing priorities, handle multiple customer requests, and communicate realistic expectations regarding resolution times. Strong interpersonal and collaboration skills, with the ability to work effectively within a team while also taking ownership of individual responsibilities. Adaptability and willingness to learn new technologies, product features, support tools, and troubleshooting techniques. A proactive mindset and interest in contributing to knowledge-sharing initiatives, product improvements, and continuous service enhancement. Benefits: Full-time employment opportunity. Fully remote working arrangement from India. Opportunity to join a global, remote-first organization with more than 2,000 team members across multiple countries. Exposure to an innovative, AI-powered SaaS platform serving businesses in more than 150 countries. Opportunity to develop technical support expertise across software functionality, integrations, networking, and troubleshooting. Collaboration with international support professionals and cross-functional technical teams. Continuous learning opportunities through product training, release testing, and knowledge-sharing initiatives. Opportunity for professional growth within a rapidly expanding technology environment. Experience working with modern customer support tools and large-scale software infrastructure.