Technical Support Specialist (L2 Support)

at SaaS Labs

Technical Support Specialist (L2 Support)

SaaS Labs

Company

Home

Technical Support Specialist (L2 Support)

at SaaS Labs

Posted by Neha Bhaidkar

2 - 5 yrs

₹5L - ₹8L / yr

Remote, Delhi, Gurugram, Noida, Bengaluru (Bangalore)

Skills

Technical support

Tech Support

SQL

HTML/CSS

PHP

Javascript

Responsibilities

Act as a bridge between the L1 Support team and the Engineering team
Second level troubleshooting of the issues raised by L1 agents
When required escalate tickets with product/engineering team for the same, and connect with the relevant stakeholders to get them to closure
Work with the Product team to prioritise the issues
Work with upstream providers to prioritise concerns and get a closure on the same
Reduce the overall time to resolve for tickets raised as bugs
Work with CSMs and Product team to help prioritise the feature requests raised by the customers
Identify repeated problems, and opportunity for technological resolution to avoid future tickets with same concerns
Review the solutions documentation from technical standpoint and keep it up to date

Qualifications
- Minimum of 2 years of experience in IT Industry preferably working in a customer facing role, preferably with international customers
- Hands-on experience with SQL, HTML, PHP, Javascript
- Expertise in finding creative solutions to effectively address customer concerns
- Proficient to ensure customer issues are resolved in the most timely and effective manner possible
- Demonstrable ability to handle various tasks or projects with changing priorities.
- Familiarity with support systems like Intercom, Zendesk etc.
- Understanding about CRMs and why businesses use them. Past experience of working with a CRM is a plus

Responsibilities

Act as a bridge between the L1 Support team and the Engineering team
Second level troubleshooting of the issues raised by L1 agents
When required escalate tickets with product/engineering team for the same, and connect with the relevant stakeholders to get them to closure
Work with the Product team to prioritise the issues
Work with upstream providers to prioritise concerns and get a closure on the same
Reduce the overall time to resolve for tickets raised as bugs
Work with CSMs and Product team to help prioritise the feature requests raised by the customers
Identify repeated problems, and opportunity for technological resolution to avoid future tickets with same concerns
Review the solutions documentation from technical standpoint and keep it up to date

Qualifications
- Minimum of 2 years of experience in IT Industry preferably working in a customer facing role, preferably with international customers
- Hands-on experience with SQL, HTML, PHP, Javascript
- Expertise in finding creative solutions to effectively address customer concerns
- Proficient to ensure customer issues are resolved in the most timely and effective manner possible
- Demonstrable ability to handle various tasks or projects with changing priorities.
- Familiarity with support systems like Intercom, Zendesk etc.
- Understanding about CRMs and why businesses use them. Past experience of working with a CRM is a plus

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About SaaS Labs

Founded :

2014

Type

Size

Stage :

Profitable

About

SaaS Labs provides conversation intelligence solutions for enterprises. It provides call tracking and analytics solutions to its users. Its product, Call Root, allows users to track & record calls, insert phone numbers, and find call source. Also, it enables users to manage SMS and email workflows. It provides toll-free numbers to track incoming calls. It provides analytical insights into calls and downloads. Its product, Just Call, provides a customer mobile number database to its users. It provides call distribution and forwarding feature, also provides voicemail through email feature. Its product, Creww, provides employee referral automation solutions. It enables users to run referral marketing campaigns for their end users. It offers a subscription-based pricing policy.

Connect with the team

SAPNA SINGH

Connect

Prabhat Mishra

Connect

Neha Bhaidkar

Connect

Company social profiles

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