Customer Support Specialist
Core
First point of contact for users on a business payments platform, handling queries across email, chat, and Jira while collaborating with Sales, Product, and Engineering to drive product improvements.
Role type
Customer Support Specialist (SaaS)
Builds
Customer support operations and knowledge base for a business payments platform
Domain
Fintech / Business Payments
Deliverable
client delivery
Required skills
Multi-channel support management, Jira ticket creation and prioritization, technical and non-technical troubleshooting, SLA adherence, knowledge base creation, data analysis for support metrics
Preferred skills
Startup environment experience, handling customer escalations, understanding of accounting tools and ERPs, translating technical concepts for customers, B2B workflow support
Technologies
Jira, Tally, Zoho Books
Responsibilities
Own customer queries across email, chat, and Jira; troubleshoot technical and non-technical issues; create documented Jira tickets; collaborate with cross-functional teams; document solutions and build knowledge base articles; analyze recurring issues to suggest improvements; track and improve support metrics
Seniority
Junior to Mid-level, hands-on IC