Support Specialist Remote (India) Full-time Support Specialist, Tier 1About the ClientOur client is a leading technology organization providing innovative digital products and services to businesses and consumers. About the ProductThe client provides a cloud-based SaaS platform that enables businesses to manage customer communications, marketing activities, automation, and related digital engagement. The platform supports businesses of different sizes and requires responsive, knowledgeable customer support across phone, chat, and email. The Support team plays a key role in delivering a positive product experience. Role SummaryThe Support Specialist, Tier 1 is a front-line representative responsible for delivering technical and billing support to customers across phone, chat, and email. You will troubleshoot platform, deliverability, and account-related issues, resolve as much as possible on first contact, document every interaction accurately in the CRM, and escalate cases when deeper expertise is required. You will also make genuine retention efforts when customers express dissatisfaction or an intent to cancel. Success in this role looks like quick, accurate, empathetic resolutions; clean documentation; effective collaboration; and a willingness to continuously learn as the product evolves.

Key Responsibilities
Customer Support
• Respond to inbound customer inquiries across phone, chat, and email in a professional, efficient, and empathetic manner.
• Provide first-line technical and billing support, resolving issues at first contact wherever possible.
• Take ownership of customer issues from initial contact through resolution or escalation.
• Set clear expectations with customers regarding next steps, timelines, and follow-up. Ticket & Queue Management
• Accurately log and document every customer interaction in the CRM.
• Monitor and respond to queue cases in a timely and organized manner, working within established priority and SLA guidelines.
• Ensure all cases are properly categorized, documented, and kept up to date.
• Follow up on unresolved issues and escalate them to the appropriate internal teams with complete and concise case notes. Technical Troubleshooting
• Resolve basic to intermediate user-facing technical issues across phone, chat, and email.
• Use product knowledge, internal documentation, and other resources to guide customers toward resolution.
• Support customers with core platform functionality, including:
• Campaign creation and sending
• List and contact management
• Automation workflows




• Forms and landing pages
• Reporting
• Integrations
• Account and billing administration
• Assist with common deliverability questions, including authentication, bounces, complaints, and list hygiene best practices.
• Identify recurring issues and trends and communicate them to leadership. Retention & Customer Advocacy
• Make thoughtful retention and save attempts when customers raise cancellation or dissatisfaction concerns.
• Use empathy-driven communication and product knowledge to understand the underlying issue before proposing a solution.
• Offer tailored options that reinforce product value and address the customer's actual needs.
• De-escalate frustrated customers with patience, ownership, and clear follow-through.
• Advocate for the customer experience internally while balancing company policies and operational requirements. Collaboration & Continuous Improvement
• Coordinate with internal departments such as Account Management, Deliverability, Billing, Product, and Engineering to resolve customer concerns efficiently.
• Provide clear and complete case notes on every transfer or escalation.
• Share feedback on recurring issues, documentation gaps, and process friction so they can be addressed at the source.
• Support customers through product updates, feature releases, and platform changes. Team Contribution
• Participate actively in team meetings, coaching sessions, quality reviews, and ongoing training.
• Maintain flexibility in supporting changing business and operational needs.
• Contribute to a positive and collaborative team environment.
• Take on additional duties or special projects as assigned by management. QualificationsRequired
• 1–2 years of customer support, service desk, or contact centre experience, ideally across multiple channels such as phone, chat, and email.
• Excellent written and verbal communication skills, with the ability to explain technical concepts in simple language.
• Proficiency in English.
• Strong troubleshooting instincts and the ability to learn new software quickly.
• Proven ability to multitask and prioritize in a quick-paced,



high-volume environment.
• Experience using a CRM or ticketing system to document and manage cases.
• Demonstrated customer-first mindset, patience, and composure when handling frustrated customers.
• Reliable attendance and schedule adherence, with availability for shift-based coverage, including early-morning starts when required. Preferred
• Experience supporting a SaaS or web-based product.
• Familiarity with email marketing concepts, including campaign builders, segmentation, automation, deliverability, list hygiene, and reporting.
• Working knowledge of email authentication and deliverability fundamentals, including SPF, DKIM, DMARC, bounces, and complaint handling.
• Basic HTML/CSS familiarity for troubleshooting email templates and landing pages.
• Exposure to APIs or third-party integrations at a support level.
• Experience with CRM-based customer service platforms and cloud-based telephony systems.
• Prior experience in retention, save-desk, or billing support.
• Additional language skills are an asset. Skills & Competencies
• Customer Focus – Leads with empathy and treats every interaction as part of the customer relationship.
• Technical Aptitude – Diagnoses issues methodically and knows when to investigate further versus escalate.
• Communication – Clear, concise, and professional communication in writing and over the phone.
• Adaptability – Works comfortably across changing scenarios and shifting priorities.
• Accountability – Owns outcomes and follows through without being chased.
• Attention to Detail – Documents information accurately the first time.
• Collaboration – Supports teammates and shares knowledge freely.
• Continuous Learning – Actively develops product and technical knowledge over time. Schedule & Work Environment
• Full-time, shift-based schedule aligned with customer coverage hours.
• Shift assignments may change based on business requirements, with advance notice wherever possible.
• Shifts may start as early as 4:00 AM and extend as late as 9:00 PM Eastern Time (US & Canada).
• Fast-paced, high-volume environment with multiple concurrent channels including phone, chat, and email.
• Work is performed in a digital-first environment using CRM, cloud telephony, chat, and internal knowledge-base tools, with regular collaboration across a distributed team. Our ValuesWe look for people who demonstrate: Innovation | Ownership | Collaboration | Empathy | Deliver Results

📌 Support Specialist (Kochi)
🏢 Novaneuron
📍 Kochi