Role Summary
Dedicated platform support role providing first-line assistance via email, live chat, and in-platform requests. Focus on accurate ticket logging, basic troubleshooting, clear communication, use of help-center content, and timely escalation of issues beyond first-line ownership. Ideal for 1–2 year experience with strong communication and customer-first mindset in a 24×7 SaaS support environment.
Key Responsibilities
· Serve as first point of contact on email, live chat, and in-platform requests
· Acknowledge and triage issues in line with response SLAs
· Perform first-level troubleshooting
· Perform triaging of the requests and route them to relevant vendor team for further servicing.
· Experienced in Problem and Incident Management
· Use help-center articles, internal macros, and SOPs to deliver consistent support
· Accurately log/categorize/update tickets in Zendesk or equivalent.
· Capture full case details (impact, screenshots, error messages, attempted steps)
· Route/escalate correctly for bugs, labs, content, sales, billing/refund, enterprise requests
· Maintain ticket hygiene (duplicates, status updates, follow-ups, closure confirmation)
· Keep users informed throughout the ticket lifecycle
· Learn platform features/workflows and internal procedures continuously
· Support 24×7 shifts as required
Required Qualifications
· Bachelor’s degree in Computer Engineering or equivalent.
· 2–3 year of experience.
· Strong written and verbal English communication
· Good understanding of web apps, SaaS support, and customer service
· Familiarity with ticketing/chat/CRM tools.
