Customer Support Executive – SaaS

Job Description

We are hiring a Customer Support Executive to join our SaaS support team. The role involves handling customer queries, resolving product-related issues, and delivering a high-quality customer experience. This position is ideal for fresh graduates or candidates with up to 2 years of experience who are looking to build a career in SaaS customer support.

Roles & Responsibilities

Act as the first point of contact for customers via email and ticketing systems Respond to customer queries in a timely and professional manner Diagnose and resolve product-related issues and basic technical problems Escalate complex technical issues to internal teams with proper documentation Track, prioritize, and manage support tickets to meet SLA requirements Assist customers with product usage, configuration, and troubleshooting Maintain accurate records of customer interactions and resolutions Coordinate with product and engineering teams to report bugs and feedback Update knowledge base articles, FAQs, and support documentation Follow defined support processes to ensure high customer satisfaction

Required Skills & Qualifications

Any graduate degree Excellent written and verbal communication skills Strong problem-solving and analytical abilities Basic understanding of SaaS products, web applications, or software platforms Willingness and ability to learn new tools and technologies Customer-focused attitude with patience and empathy

Preferred Skills (Good to Have)

Experience with ticketing tools such as Freshdesk, Zendesk, or similar Basic knowledge of SQL Exposure to B2B SaaS support environments Understanding of SLAs, support workflows, and escalation processes

Why Join Us?

Opportunity to start and grow a career in the SaaS industry Work with a dynamic and supportive team Hands-on exposure to real-world SaaS products and customers Learning and growth-oriented work environment

Job Type: Full-time Schedule: Day shift Ability to commute/relocate: Perungudi, Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required) Application Question(s): Describe your experience with MySQL databases. Have you handled optimization? Education: Bachelor's (Preferred) Experience: Total work: 2 years (Required) Work Location: In person