Description

You will provide first-line support for a SaaS platform, ensuring customer satisfaction through technical troubleshooting and product guidance.

Responsibilities

• Provide timely assistance to customers navigating the SaaS platform.
• Resolve complex business and "how-to" questions through detailed technical explanations.
• Analyze logs to identify errors and determine if issues are development bugs or configuration errors.
• Manage customer escalations and route tickets to the appropriate internal teams.
• Collaborate with Customer Success Managers to increase product usage within client organizations.

Required Skills

• 5+ years of experience in an IT industry support role.
• Proficiency in SQL for running basic queries and application support.
• Experience analyzing logs to identify and troubleshoot errors.
• Understanding of technical integrations and APIs.
• Ability to review code and modify configurations to resolve issues.
• Excellent verbal and written English communication skills.
• Strong multitasking abilities in a technical support environment.
• Bachelor’s degree in IT, Engineering, Business, or a related field.

Preferred Skills

• Experience supporting SaaS products.
• Background working within the FMCG sector.

Key Skills

Education

Any Graduate