- Resolve customer issues through live chat and ticketing platforms, including Zendesk and Intercom.

- Independently troubleshoot product, account access, authentication, permissions, workflow, browser, mobile-device, connectivity, and application-performance issues.

- Reproduce reported problems and gather relevant details, including reproduction steps, error messages, screenshots, logs, account information, and environment details.

- Provide customers with structured troubleshooting instructions, appropriate workarounds, and explicit next steps.

- Own cases through the complete resolution cycle and confirm that the customer can successfully complete the intended task.

- Prioritize cases based on customer impact, urgency, and applicable service-level expectations.

- Recognize when an issue requires Level III, Product, or Engineering involvement.

- Produce complete escalations documenting business impact, expected and actual behavior, reproduction steps, troubleshooting completed, and supporting evidence.

- Maintain accurate ticket notes, categorization, ownership, and resolution documentation.

- Write and update knowledge-base articles, troubleshooting guides, FAQs, and internal support documentation.

- Identify recurring customer issues and share meaningful patterns with senior support specialists and internal teams.

- Follow all security, privacy, access,



and customer-data handling requirements.

Requirements

Must-Have:

- 2+ years of relevant experience in technical customer support, preferably supporting a B2B SaaS product.

- Experience independently owning customer cases from intake through resolution.

- Strong understanding of web and mobile applications, browsers, operating systems, account access, permissions, and basic networking concepts.

- Strong analytical and problem-solving skills, with a methodical approach to investigating issues.

- Ability to gather technical evidence and create clear, actionable escalations.

- Excellent written and verbal communication, including the ability to explain technical concepts to non-technical customers.

- Strong case-management, documentation, and organizational skills.

- Experience using Zendesk, Intercom, or comparable support platforms.

- Ability to work independently while collaborating effectively with distributed teams.

- Commitment to continuous learning and support-process improvement.

Nice-to-Have:

- Integrations & APIs: Experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues.

- Customer Background: Experience supporting enterprise or operational-software customers.

- Domain Knowledge: Familiarity with maintenance, manufacturing, facilities, or asset-management workflows.

📌 SaaS Application Support Analyst (India)
🏢 Accelon Consulting
📍 India