Job Title

As a Software Support Specialist, you will:Serve as the primary point of contact for clients seeking software support through various channels, such as email and phone.Diagnose and troubleshoot software issues, guiding clients through step-by-step solutions or escalating complex cases to higher-level support as necessary.Log and maintain detailed records of client interactions, inquiries, comments, and actions taken to effectively track and resolve support cases.Assist in creating and maintaining support documentation, including knowledge base articles and tutorials, to enhance client self-service options.Identify patterns in client inquiries and provide feedback to the product and development teams to drive continuous product improvements.Identify a need for upselling or cross-selling payments or other add on products and forwarding client information to appropriate sales contact.Complete other duties as assigned.A great fit for this position has:Associate degree or minimum of 3 years of experience in a software support or customer service role, preferably in a SaaS or technology company.Strong technical and analytical skills, with the ability to diagnose and resolve software-related issues.Strong communication and interpersonal skills, with the ability to articulate technical concepts to non-technical clients.Knowledge of MS Suite including MS Graph.Strong problem-solving skills, multitasking abilities, and is detail oriented.Experience with SaaS, cloud and/or Tech Firms is a plus.Patience and empathy in dealing with clients, ensuring a positive support experience.Ability to work collaboratively in a team-oriented environment.Experience using customer support software, CRM systems and software company tools is advantageous.MUST have prior experience with voice support for Americans. (English accent can be neutral or American)Shift Timings: Night shift - 7:30 pm - 4:30 am IST