Customer Support Specialist
New
J
JobgetherB2B SaaS
Be physically located in India for this position.Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- SQLBashHTMLJavascriptJiraRESTful APIsSaaSZendeskTroubleshooting
Requirements
- Physically located in India.
- 3+ years of experience in technical customer support or a client-facing technical role, preferably in B2B SaaS.
- Hands-on proficiency with Zendesk and Jira for queue management and bug tracking.
- Intermediate SQL skills, including ability to write SELECT statements and join tables.
- Experience with workflow automation using scripting tools (e.g., Bash) and AI agents (e.g., Claude, ChatGPT).
- Comfort investigating front-end issues involving HTML and JavaScript.
- Strong written English communication skills.
- Proficiency in reading error messages, API responses, and system logs.
- Experience troubleshooting integrations with platforms like Adobe, Salesforce, Meta, or Google Campaign Manager.
- Highly detail-oriented with the ability to manage high-volume tickets.
Responsibilities
- Triage, prioritize, and investigate incoming technical support tickets, reproducing reported issues and documenting clear findings.
- Use SQL to query internal systems, validate reported behavior, and provide evidence for investigations.
- Monitor Zendesk queues to maintain SLA compliance and identify systemic patterns.
- Work with Engineering and Product teams to trace bugs and validate fixes.
- Own client communication throughout the ticket lifecycle, from acknowledgment to resolution confirmation.
- Translate technical findings and API logs into clear, jargon-free customer updates.
- Create detailed internal escalations and bug reports for Engineering teams.
- Identify and communicate recurring customer pain points to internal stakeholders.
- Develop workflow automations using scripting tools and AI agents.
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