Saas Labs Job | Customer Support Associate | Work From Home

SaaS Labs is a global SaaS company powering Sales and Support teams of over 6000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. SaaS Labs was founded as a place for freedom and experimentation. A 100% remote company, SaaS Labs is a diverse international team of passionate problem solvers.

Job Summary 

As a member of the Support organization, your focus is to deliver post-sales support and solutions to our customer base while serving as an advocate for customer needs. This involves resolving post-sales technical concerns regarding the use of and troubleshooting for our product JustCall, Helpwise, etc.

As the primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal SaaS Labs employees on diverse customer situations and escalated issues.

Job Description

• Job Type: Work From Home
• Qualification: Any Graduate
• Experience: 1-2 Years
• Salary: Rs.30000 Per Month

Job Responsibilities 

• Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
• Acting as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
• Ensure that the chat and ticket SLAs are honored
• Proactively identify the cases that require escalation, technically or strategically, and escalate accordingly
• Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product-related technical issues experienced by customers
• Anticipating customer needs and effectively addressing concerns related to their issue or resolution
• Providing direct technical assistance to customers via phone, email, chat, and tickets

Job Requirements

• Advanced proficiency in written and spoken English
• Ability to communicate technical aspects to people with non-IT backgrounds
• Proficient in ensuring customer issues are resolved in the most timely and effective manner possible
• Questioning skills/probing skills, as relevant to the issue
• Hands-on experience in narrowing down the reported problem into accurate issues, and identification of the root cause
• Understanding about CRMs and why businesses use them
• Past experience of working with CRMs
• Ability to multitask efficiently under time pressure
• High level of empathy for customers

Benefits and Perks

• Routine hackathons and learning boot camps to promote knowledge sharing
• Work from anywhere in the world
• Choose your own work hours

Apply Link: Click Here

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