Customer Support Specialist I
New
L
LoopioB2B SaaS
India Hub - Remote, Core hours 2:30 PM – 10:30 PM IST (Daylight Saving) or 3:30 PM – 11:30 PM IST (Standard); occasional coverage in AM/early afternoon IST.Full-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 2+ years of experience in a B2B SaaS customer-facing role.
- Required Skills
- SalesforceJiraDocumentationSaaSZendeskTroubleshootingCustomer support
Requirements
- 2+ years of experience in a B2B SaaS customer-facing or support role.
- Strong working knowledge of Salesforce (certification is a bonus).
- Ability to adapt shift times occasionally as needed for business coverage.
- Tech-savvy with a strong understanding and willingness to learn new technologies.
- Excellent written and verbal communication skills with attention to detail.
- Strong organizational, calendar management, and prioritization skills.
- Ability to multitask and context switch with ease.
- Experience supporting North American customers (asset).
- Familiarity with support tools like Zendesk and Jira (nice-to-have).
- Understanding of the SaaS software industry (nice-to-have).
Responsibilities
- Provide personalized and relevant assistance to Loopio users through Zendesk and phone inquiries.
- Reproduce reported issues and review logs or internal resources to debug problems.
- Deliver viable workarounds and solutions to help customers meet deadlines.
- Create and maintain help center resources to aid in customer self-service.
- Document internal learnings to assist team members in resolving support tickets.
- Collaborate with the Customer Experience team to support customer retention.
- Act as the main escalation point for Engineering to prioritize software defects.
- Share customer product feedback and feature requests with Product and Design teams.
- Participate in team huddles to maintain subject matter expertise and product knowledge.
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