Customer Support – Enterprise SaaS

We are seeking a highly motivated and tech-savvy Support Specialist who will provide technical support and account management to existing enterprise customers, while offering onboarding support to new customers, ensuring a smooth and efficient product experience. The product is a Software SaaS product and we are looking for candidates with knowledge and preferable experience in Software SaaS.

Key responsibilities:

1. Assist new users with product onboarding, conduct live training sessions, and provide support on product functionalities
2. Serve as an account manager for assigned clients, building and maintaining relationships to ensure customer success and retention
3. Provide technical support to enterprise customers, resolving product-related issues and queries with a focus on ensuring seamless product usage
4. Stay up-to-date on product knowledge and industry trends to provide accurate, helpful information
5. Work with various internal teams to resolve complex customer issues and improve the overall user experience

Qualifications:

1. Bachelor's degree in IT, Computer Science, Business, or a related field
2. 1-2 years of experience in a similar role (SaaS experience preferred)
3. Strong understanding of tech products and familiarity with IT terminology
4. Proficient in handling customer support, MS Excel knowledge, and customer relationship management (CRM) systems
5. Have excellent communication, influencing, and customer management skills