Key Responsibilities:

- Provide first-line technical support through live chat, email, and Slack community channels.

- Assist customers with product setup, onboarding, campaign configuration, and cold email best practices.

- Troubleshoot technical issues related to API integrations, DNS records (SPF, DKIM, DMARC), SMTP, and email deliverability.

- Manage customer support tickets from initial query to final resolution, ensuring timely follow-ups and proper escalation to L2/L3 teams.

- Collaborate with Engineering and Product teams to resolve technical issues and share customer feedback.

- Create and maintain knowledge base articles, troubleshooting guides, and video tutorials to improve customer self-service.

- Document customer feedback and feature requests using ClickUp or similar tools.

- Leverage AI tools such as ChatGPT and Claude to improve troubleshooting efficiency, draft responses, and analyze recurring support issues.

- Maintain a monthly Customer Satisfaction (CSAT) score above 90%.

- Handle a high volume of support tickets while ensuring quality, accuracy, and customer satisfaction.

Required Skills & Qualifications:

- 3-5 years of experience in Technical Support, L1 Support, Product Support, or SaaS Customer Support.

- Strong understanding of APIs, integrations, DNS configuration,



and email deliverability fundamentals.

- Knowledge of SPF, DKIM, DMARC, SMTP, and email infrastructure.

- Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.

- Experience handling customer queries through live chat, email, Slack, or call-based support.

- Strong troubleshooting, analytical, and problem-solving skills.

- Ability to manage multiple tickets and priorities in a fast-paced environment.

- Comfortable using AI tools such as ChatGPT and Claude to improve productivity and support quality.

- Self-motivated, adaptable, and comfortable working in a dynamic startup workplace.

- Willingness to work in flexible shifts, including rotational night shifts every three months.

Preferred Qualifications:

- Experience in SaaS chat support or technical customer support.

- Understanding of cold email campaign strategy, execution, and deliverability.

- Previous experience working in a startup or product-based company.

- Basic scripting knowledge in Python, JavaScript, or SQL for troubleshooting integrations.

- Hands-on experience with cold emailing or outbound campaigns.

- Experience creating and maintaining knowledge bases and support documentation.

📌 Technical Customer Support Associate ||B SaaS || Remote (Bengaluru)
🏢 Profex Tech
📍 Bengaluru