Role & responsibilities

- Provide first-level support to clients via email, chat, and phone.
- Troubleshoot user-reported issues and provide timely resolution or escalate to Level 2/Engineering.
- Educate customers on product features, updates, and best practices. • Monitor and respond to support tickets using a CRM or helpdesk tool (e.g., Zendesk, Freshdesk).
- Maintain a high level of customer satisfaction by ensuring timely communication and resolution.
- Log bugs or feature requests and collaborate with the Product team for feedback loops.
- Prepare and update knowledge base articles, FAQs, and help documentation.
- Assist with client onboarding and product walkthroughs, if required.
- Identify recurring customer issues and suggest improvements to the product or processes.

Requirements:

4-6 years of experience in a customer support or client-facing role in a tech or SaaS company. • Robust communication skills (both written and verbal). • Tech-savvy with a quick ability to learn software tools and systems. • Ability to understand customer problems and offer logical,



empathetic solutions. • Familiarity with support tools (e.g., Zendesk, Intercom, Jira, HubSpot).• Basic understanding of web technologies (e.g., browsers, APIs, SQL) is a plus. • Ability to diagnose and troubleshoot basic technical issues. • Familiarity with Remote Desktop access using tool like Team Viewer / ScreenConnect. • Excellent problem-solving and communication skills. • Ability to provide step-by-step technical help, both written and verbal. • Ability to work in shifts (if required) or flexible time zones for global clients

- 1-2 years of experience of Ticketing Tool Zoho Desk (Must have)

Preferred candidate profile

• Bachelors degree in Computer Science, IT, or related field (not mandatory).

- Exposure to SaaS products, CRM platforms, or ERP systems.
- Experience working with ticketing systems, documentation platforms, or knowledge bases.
- Multi-language support skills (if dealing with global clients)

📌 Client Support Engineer (Gurugram)
🏢 Pals Edutech
📍 Gurugram