Job Title: Customer Support Associate

Experience Required: 3+. Years

We are looking for a proactive and customer-focused Customer Support Associate with strong experience in providing technical and functional support to enterprise customers in a SaaS environment. The ideal candidate will have excellent troubleshooting abilities, strong analytical thinking, and a passion for delivering exceptional customer experiences.

In this role, you will serve as a key point of contact for customers, helping them navigate the platform, resolve technical issues, understand product functionalities, and maximize the value of the solution. You will work closely with Customer Success, Product, Engineering, and other internal teams to ensure timely issue resolution and continuous improvement of the customer support experience.

The ideal candidate should be comfortable handling complex customer queries, managing support tickets independently, and working with global customers and distributed teams.

Key Responsibilities

1. Customer Support & Issue Resolution

- Provide timely and effective customer support through multiple channels, including live chat, email, and ticketing platforms.
- Serve as the primary point of contact for customer queries, technical issues, and product-related concerns.
- Investigate, troubleshoot, and resolve technical and functional issues related to SaaS applications and platform workflows.
- Manage customer support tickets throughout their lifecycle, ensuring appropriate prioritization, follow-ups, resolution, and closure within defined SLAs.
- Handle complex issues independently and coordinate with Engineering, Product, and Subject Matter Experts for advanced troubleshooting and resolution.
- Maintain explicit and consistent communication with customers regarding issue status, resolution timelines, and next steps.

2. Product Knowledge & Customer Enablement

- Develop a strong understanding of the SaaS platform, its features, functionalities, and workflows.
- Guide customers on product usage, configuration, navigation, and best practices.
- Help customers understand product capabilities and direct them to relevant knowledge-base articles, documentation, and self-service resources.




- Identify recurring customer challenges and proactively recommend training or product education initiatives.
- Support customer onboarding and product adoption activities, wherever required.

3. Cross-Functional Collaboration

- Collaborate with Customer Success Managers to understand customer expectations, address concerns, and improve overall customer satisfaction.
- Work closely with Product and Engineering teams to communicate product defects, recurring issues, enhancement requests, and customer feedback.
- Ensure effective escalation and coordination of critical or high-priority customer issues.
- Act as a bridge between customers and internal technical teams to ensure smooth communication and timely resolution.

4. Process Improvement & Support Operations

- Identify recurring support issues and recommend improvements to support workflows, processes, and documentation.
- Maintain accurate records of customer interactions, troubleshooting steps, resolutions, and escalations.
- Contribute to the development and maintenance of FAQs, knowledge-base articles, troubleshooting guides, and standard operating procedures (SOPs).
- Monitor support metrics such as ticket resolution time, first response time, SLA adherence, customer satisfaction (CSAT), and ticket backlog.
- Recommend process improvements to enhance support efficiency, service quality, and customer experience.

5. Team Development & Knowledge Sharing

- Contribute to the training, mentoring, and knowledge-sharing initiatives within the Customer Support team.
- Assist in onboarding and developing new support team members.
- Share technical knowledge, troubleshooting approaches, and best practices with team members.
- Demonstrate ownership, accountability, and leadership in managing customer issues and improving team performance.

Required Skills

- 3+ years of experience in Customer Support, Technical Support,



or Customer Success roles.
- Strong experience supporting enterprise (B2B) customers in a SaaS or technology-driven environment.
- Hands-on experience troubleshooting technical issues related to web-based applications, software platforms, and enterprise workflows.
- Hands-on experience writing and executing SQL queries to retrieve, analyze, validate, and troubleshoot data within databases.
- Experience working with ticketing and customer support platforms such as Zendesk, Freshdesk, ServiceNow, Jira Service Management, or similar tools.
- Familiarity with IT, Healthcare IT, or enterprise software environments is highly preferred.
- Experience working with international customers and remote or offshore support teams is an added advantage.
- Demonstrated career progression, increased responsibilities, or contributions toward team and process improvements.

Company Overview:

Aventior is a leading provider of innovative technology solutions for businesses across a wide range of industries. At Aventior, we leverage cutting-edge technologies like AI, ML Ops, DevOps, and many more to help our clients solve complex business problems and drive growth.

We also provide a full range of data development and management services, including Cloud Data Architecture, Universal Data Models, Data Transformation & and ETL, Data Lakes, User Management, Analytics and visualization, and automated data capture (for scanned documents and unstructured/semi-structured data sources). Our team of experienced professionals combines deep industry knowledge with expertise in the latest technologies to deliver customized solutions that meet the unique needs of each of our clients. Whether you are looking to streamline your operations, enhance your customer experience, or improve your decision-making process, Aventior has the skills and resources to help you achieve your goals.

We bring a well-rounded, cross-industry, and multi-client perspective to our client engagements. Our strategy is grounded in design, implementation, innovation, migration, and support. We have a global delivery model, a multi-country presence, and a team well-equipped with professionals and experts in the field.

📌 Customer Support Associate (Pune)
🏢 Aventior
📍 Pune