Company Description SysCloud is a Backup-as-a-Service (BaaS) platform providing the capability within a single pane of glass to backup mission critical SaaS applications such as Google Workspace, Microsoft 365, QuickBooks Online, HubSpot, Slack, and Salesforce. Our platform offers a comprehensive suite of solutions like backup, data recovery, ransomware protection, compliance alerts, and eDiscovery search.
To support our growth, we are looking to hire an immediate joiner for the Customer Support Associate in the CSS Team.

This is a full time on-site role based in Hyderabad for a Customer Support Associate. The role involves addressing customer inquiries, resolving issues, providing excellent service, and creating a positive customer experience. Chance to develop and grow your career in a collaborative environment. Competitive compensation, benefits, and professional development opportunities.

and BCA streams, etc.,

Experience
~3 to 6 years in Application Support / Technical Support (SaaS environment preferred)

Shifts
Rotational Shifts [Be available to work for 8 to 10 hours a day, 5 days a week including a Saturday or Sunday, between the hours of 6 a.m. At present we have 20 hours a day of support coverage. Eventually, we shall scale to 24 hours a day of support coverage].

Advanced Technical Support & Escalation Handling
Handle escalated tickets from L1 support and take complete ownership of resolution.
Perform in-depth troubleshooting, log analysis, and root cause analysis.
Communicate complex technical resolutions clearly to customers via email and calls.




Customer Support & Ticket Handling
Serve as the product expert for the customer support team, taking ownership of support tickets.
Communicate with customers via email or calls, ensuring that solutions are clearly explained and well-documented.
Maintain empathy for customer challenges, providing a positive and clear communication experience.
For product enhancement requests, work with product management to enter the request into the project management system.
Collect feedback from the support tickets to identify user experience gaps, friction points, and feature enhancement opportunities.
Share the customer ticket insights with the product team to help improve the user experience.
Experience in customer support or a similar client-facing role, with a track record of effectively resolving customer issues.
Strong understanding of SaaS applications and cloud environments.
Knowledge of Microsoft 365 / Google Workspace / Salesforce integrations preferred.
Basic understanding of APIs, databases, and troubleshooting integrations.
Conceptual understanding of how cloud applications, backups, and data security tools function.
Ability to interpret usage and performance data, then draw actionable insights.
Skilled at generating innovative ideas for product enhancements, visuals, and content.
Meticulous in tracking customer tickets, writing documentation, and producing error-free communication.
Excellent Writing Skills
Fluent in English with strong grammar and language consistency.

📌 Data Entry Associate (Telangana)
🏢 Syscloud
📍 Telangana