Description
Position Title : Technical Support Head
Experience : 3+ Years
Notice period : 15 days - Immediate joiner
Location : Bangalore
Skills set : APIs, webhooks, and basic debugging ,integration issues ,workflows, Love untangling logs,Technical Troubleshooting skills , customer success champ , SaaS product companies
Roles And Responsibilities
- Interfaces with customers at all stages of the problem resolution process (including Understanding issues that customers are facing, communicating action plans, Explaining ongoing developments, and conveying resolution)
- Coordinate with the Sales team to onboard any new customer, and hand-hold them With various integrations.
- Coordinate with the Product Management / Engineering team for customer-reported Queries.
- Demonstrates good judgement to actively assess situations, engage senior Resources/management (as and when needed) to resolve complex / escalated Customer issues.
- Systematically gathers relevant information and analyses a broad range of factors While investigating and resolving issues.
- Schedule, participate and, where relevant,t lead Customer-facing calls (being well Prepared, knowing his/her audience, their related needs and share information Accordingly)
What It Takes
- Fantastic Customer-focused service skills (Empathy-based listening, written and Verbal skills).
- Excellent Analytical & Technical Troubleshooting skills.
- Think like a developer, but communicate like a customer success cham
- Love untangling logs, workflows, APIs, and integration issues
- Can troubleshoot under pressure and still keep it calm and clear
- Familiarity with APIs, webhooks, and basic debugging (Postman
- Know how to explain complex issues in simple language internally and externally
(ref:hirist.tech)
