Customer Support
Core
Resolve customer issues and provide technical support for a SaaS website builder platform across multiple channels.
Role type
Customer Support Executive (Omnichannel)
Builds
Customer satisfaction and issue resolution for a website creation SaaS product
Domain
SaaS / Web Development / E-commerce
Deliverable
client delivery
Required skills
Technical troubleshooting, omnichannel support management, issue ownership, cross-functional coordination, quality assurance, written and verbal English proficiency
Preferred skills
Hindi or Marathi language proficiency, SaaS and web platform acumen, multitasking under pressure
Technologies
Freshdesk, Fresh chat, WhatsApp
Responsibilities
Manage and resolve incoming queries via ticketing, live chat, and WhatsApp; diagnose technical issues related to website building, domain setup, and hosting; maintain end-to-end ownership of customer cases; liaise with Product and Engineering teams to escalate bugs and report feedback; ensure high CSAT scores in all interactions
