Customer & Product Support
Handle customer queries related to product usage, issues, and workflows
Provide accurate solutions with a strong understanding of domain context (GST/compliance)
Troubleshoot product issues and guide users with step-by-step resolutions
Ensure timely response and resolution as per defined SLAs
Domain Expertise Contribution
Interpret customer queries from a domain perspective (GST/tax/business workflows)
Translate complex domain requirements into actionable insights for internal teams
Help users understand not just how to use the product, but why it works that way
Collaboration with Product & Engineering
Work closely with developers to clarify domain requirements during feature development
Assist in validating features that require domain accuracy
Report bugs with proper context, reproduction steps, and expected outcomes
Participate in UAT (User Acceptance Testing) for current releases
Documentation & Knowledge Building
Create and maintain help articles, FAQs, and internal knowledge base
Document recurring issues and solutions for faster resolution
Contribute to building standardized support playbooks
Process & Quality Improvement
Identify patterns in customer issues and suggest product/process improvements
Provide feedback to product team based on user interactions
Help improve onboarding experience for new users
Cross-functional Support
Assist sales/demo teams with product + domain clarifications when needed
Support customer success team in onboarding and retention efforts
Required Skills & Qualifications
Solid understanding of GST / taxation / compliance domain(preferred)
Good understanding of SaaS products or willingness to learn quickly
Excellent communication skills (written & verbal)
Problem-solving mindset with attention to detail
Ability to explain complex concepts in a simple way
Positive to Have
Experience in a SaaS support / consulting role
Background in CA / commerce / taxation
Familiarity with tools like Zoho, Freshdesk, Intercom, etc.