Customer Support Specialist

Role: Customer Experience Specialist

Department: Customer Support

Location: Bengaluru (Work from Office)

Experience: 2 to 3 years in a product-based company

Shift: Shift A (10:00 to 19:00 IST) / Shift B (17:00 to 02:00 IST) - Shift allocation based on company requirement.

About Aerchain

Aerchain is a B2B procurement SaaS platform that helps enterprise customers streamline their procurement workflows including sourcing, intake, RFX, auctions, purchase orders, and GRN. We work with large enterprise customers across India, Europe, and the US.

Role Overview

We are looking for experienced Customer Success Agents to support our growing enterprise customer base. You will be the primary point of contact for customer queries, ensuring timely resolution of tickets, maintaining SLA commitments, and delivering a high-quality support experience across multiple time zones.

Key Responsibilities

• Handle inbound support tickets from enterprise customers within defined SLA windows

• Support customers across procurement modules and ensure smooth day-to-day platform usage

• Coordinate with the tech/product team for escalations and bug resolutions, and follow up until closure

• Maintain accurate ticket logs, resolution notes, and customer communication records

• Monitor and flag SLA breaches proactively during your shift

• Participate in customer go-live support for new implementations and onboarding

• Assist in shift handover with clear documentation of open and in-progress tickets

• Track and contribute to team KPIs including CSAT, First Contact Resolution (FCR), and ticket backlog

• Identify recurring issues and flag them to the product/tech team for root cause resolution

Required Skills and Experience

• 2 to 3 years of experience in a customer support or customer success role in a product-based company

• Prior experience supporting enterprise or B2B customers is preferred

• Familiarity with procurement, ERP, or supply chain SaaS platforms is a strong advantage

• Excellent written and verbal communication skills in English

• Ability to work independently during late shifts (Shift B: 17:00 to 02:00 IST) with minimal supervision

• Strong analytical and problem-solving skills with attention to detail

• Hands-on experience with Freshdesk and Freshchat for ticket and chat-based support

• Comfortable using Leanier for internal team communications and coordination

• Ability to manage multiple tickets simultaneously and prioritize based on urgency and customer impact

Good to Have

• Understanding of ERP integrations (inbound/outbound flows such as PR, PO, GRN)

• Experience supporting customers across multiple time zones (IST, CET, EST, PST)

• Working knowledge of SQL or basic data querying for ticket investigation

• Prior experience in go-live or implementation support