Customer Support Specialist I

This is a fully remote position, open to applicants in India.

📋 Description

• Provide tailored assistance to Loopio clients and internal personnel via Zendesk support tickets and telephone inquiries.

• Take responsibility for diagnosing and resolving reported issues promptly.

• Replicate issues, analyze logs and internal documentation, and troubleshoot problems.

• Offer workarounds and solutions to ensure customers meet their deadlines.

• Deliver swift, high-quality support through email and phone communications.

• Simplify complex information for customers into an easily understandable format.

• Develop and maintain help center resources for customer self-service.

• Document internal insights to assist other support team members in resolving tickets.

• Engage in internal training sessions to equip teammates with new skills.

• Collaborate with the broader Customer Experience team to provide value and enhance customer retention.

• Escalate issues to Engineering and convey user feedback to prioritize software defects.

• Relay customer product feedback and discuss feature requests with the Product and Design teams.

• Maintain expertise in new features and product enhancements.

• Participate in team huddles to share insights on product developments.

• Identify trends and proactively enhance team performance, processes, and products.

⛳️ Requirements

• Over 2 years of experience in a customer-facing role within the B2B SaaS sector.

• Solid working knowledge of Salesforce.

• Salesforce certification is an advantage.

• Experience supporting customers in North America is beneficial.

• Willingness and ability to occasionally adjust shift timings to ensure continuous support coverage.

• Inquisitive with strong problem-solving and investigative abilities.

• Tech-savvy with a keen understanding of, and eagerness to learn, new technologies and tools.

• Previous experience with Zendesk and Jira is a plus.

• Exceptional written and verbal communication skills with a focus on detail.

• Experience in the SaaS software industry is a nice-to-have.

• Strong organizational skills, effective calendar management, and prioritization abilities.

• Capability to multitask and switch contexts effortlessly.

• Legally authorized to work in India without employer sponsorship.

• Availability to work during specified core hours and occasional alternate coverage windows.

🏝️ Benefits

• Professional development allowance for learning support.

• MacBook laptop provided.

• Monthly subsidy for phone and internet expenses.

• Work-from-home budget to set up a home office.

• Flexibility for remote work throughout India.

• Continuous feedback and regular one-on-one meetings.

• Supportive remote-first culture with opportunities for engagement.

• Townhalls, AMA sessions, and company celebrations.

• Four Employee Resource Groups.

• Award-winning workplace environment.

• Day off in lieu when scheduling shifts outside of core hours.