Description

You will provide first-line technical support for a SaaS platform, resolving complex issues and ensuring customer satisfaction.

This role is hybrid.

Responsibilities

• Provide timely assistance to customers navigating the SaaS platform.
• Resolve complex business and technical questions through detailed explanations.
• Analyze logs to identify errors and distinguish between development bugs and configuration issues.
• Manage customer escalations and route tickets to 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.

Preferred Skills

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

Key Skills

Education

Any Graduate