Responsibilities:
Provide first-line technical support for TripGain's products and services.
Troubleshoot basic technical issues and identify solutions (L1 support).
Communicate effectively with customers to understand and resolve their queries.
Assist customers with understanding and utilizing TripGain's products, ensuring a seamless experience.
Document customer issues and solutions in the support system for future reference.
Collaborate with the product and engineering teams to escalate and resolve complex issues.
Provide feedback to help improve product features and performance.
Desired Experience:
Minimum 3+ years of experience in product support, technical support, or customer service.
In-depth knowledge of networking concepts and technical fundamentals.
Solid verbal and written communication skills in English.
Excellent analytical and problem-solving skills to troubleshoot and resolve issues.
Basic technical troubleshooting skills (L1) with a focus on SaaS products.
Hands-on experience or a valuable understanding of tools like CURL, Postman, SOAPUI .
Experience in supporting SaaS products is highly preferred.