Key Responsibilities:

Client Onboarding

- Collect client requirements, challenges, and pain points during the onboarding phase.

- Welcome new clients and guide them through getting started with Superworks products.

- Manage the end-to-end onboarding process, including product training and hands-on guidance.

Customer Support

- Provide ongoing support to clients via calls, emails, and tickets.

- Troubleshoot reported issues, log and update support tickets, and resolve complaints promptly.

- Ensure timely first response and resolution within defined SLAs.

Support Ticket Management

- Manage support tickets efficiently using the ticketing system.

- Prioritize and categorize tickets based on urgency and business impact.

Training Material Development

- Create and maintain user guides, training manuals, FAQs, and tutorial videos.

- Keep documentation updated in line with product releases and enhancements.

Cross-Functional Collaboration

- Work closely with Product, QA, Sales, and Marketing teams to relay client feedback and ensure product-market fit.

- Participate in regular cross-functional meetings to align on client needs.

Knowledge Base Management

- Build and maintain a comprehensive self-service knowledge base with FAQs and troubleshooting guides.

Feedback &

- Process Improvement

- Collect and analyze client feedback to identify trends and improve onboarding/support processes.

- Drive client advocacy: reviews, referrals, video testimonials, and case studies.

Release &





- Communication Management

- Publish product release notes and ticket status updates on schedule.

- Maintain clear, professional written and verbal communication with clients.

Incentives &

- Growth

- Attractive incentive structure for cross-sell and upsell opportunities identified during client engagements.

- Referral incentives for new business leads generated through client relationships.

Required Skills &

Competencies :

- Strong organizational skills with the ability to manage multiple clients simultaneously.

- Strategic mindset to help clients align product usage with their business goals.

- Self-motivated with the ability to work independently and shift priorities quickly.

- Growing technical expertise in SaaS/HRMS products, with willingness to continuously upskill.

- Excellent written and verbal communication skills.

Qualifications :

- Graduate in any discipline (preference for Business, IT, or HR-related fields).

- 0-2 years of experience in client onboarding, implementation, or customer support (freshers with strong communication skills may apply).

- Prior SaaS/software industry exposure is a plus.

Company Perks

- 05 Days Working

- Familiar Workplace

- Flexible Timings

- Global Clients &
- Amazing Projects

- Leave Encashment

- Health Insurance

- Employee Engagement Activities

- Yearly annual function

Job Type: Full time

Pay: ₹15,000.00 - ₹28,000.00 per month

Work Location: In person

📌 Implementation Specialist (Surat)
🏢 SuperWork
📍 Surat