Customer Support Agent (SaaS Helpdesk) in India at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Agent (SaaS Helpdesk) based in India.

This role offers the opportunity to support customers of a technology-driven SaaS platform while combining technical problem-solving with meaningful human interactions.
The Customer Support Agent will help users resolve issues, understand product features, and have a positive experience through thoughtful and effective communication.
You will work with a global support team, gaining expertise in email technologies, troubleshooting, and customer experience practices.
The role focuses heavily on written communication, requiring empathy, curiosity, and the ability to simplify technical concepts for customers.
You will contribute to improving support resources, identifying recurring issues, and helping enhance the overall customer journey.
This opportunity is ideal for a customer-focused professional who enjoys learning technology and solving complex problems in a remote environment.

The Customer Support Agent will provide high-quality technical assistance while building strong customer relationships and supporting continuous product improvement. Key responsibilities include:

• Responding to customer inquiries through email and other support channels with clear, timely, and helpful communication.
• Troubleshooting and resolving technical issues, including configuration challenges and product-related questions.
• Investigating reported issues, reproducing problems when needed, and escalating complex cases to senior team members or developers.
• Helping customers understand product features and empowering them to solve issues independently.
• Building strong product knowledge and staying updated on new features, improvements, and common customer concerns.
• Using support documentation, internal tools, and knowledge resources effectively to provide accurate solutions.
• Creating and maintaining customer-facing help articles, internal documentation, and standard support responses.
• Supporting efforts to prevent spam, phishing, and abuse while following privacy and security best practices.
• Collaborating with global team members through communication tools, meetings, and shared problem-solving practices.
• Identifying recurring customer issues and contributing ideas to improve support processes and customer experience.
• Participating in team initiatives, knowledge sharing, and opportunities to expand professional skills.

The ideal candidate is a customer-oriented professional with strong written communication skills and an interest in technical troubleshooting. Required qualifications and skills include:

• At least 1 year of experience providing customer support through email or similar written support channels.
• Excellent written communication skills with the ability to adapt tone and messaging to different customer needs.
• Strong problem-solving abilities with curiosity and willingness to investigate technical issues.
• Positive, patient, and empathetic approach to customer interactions.
• Ability to ask effective questions, identify root causes, and communicate solutions clearly.
• Strong organizational skills with the ability to manage multiple customer requests efficiently.
• Ability to learn independently through technical documentation and internal resources.
• Experience using ticketing systems; familiarity with Zendesk is a plus.
• Ability to collaborate effectively with remote teams across different time zones.
• Interest in email technologies, security, privacy, or related technical areas is advantageous.
• Diploma, Bachelor’s degree, or equivalent qualification is preferred.

• Fully remote full-time position for candidates based in India.
• Competitive annual salary of 14,36,186, with additional premiums for weekend schedules.
• Transparent compensation structure with annual salary reviews.
• Four weeks of paid time off.
• Paid sick leave, holidays, and parental leave.
• Paid sabbatical opportunities for long-term employees.
• Ongoing professional development and learning opportunities.
• Opportunity to work with a global technology team.
• Established weekly schedule with consistent working hours.
• Exposure to SaaS support, technical troubleshooting, and privacy-focused technology practices.