About the role
Key Responsibilities
- Respond to and manage client queries during PST business hours via email, chat, ticketing system, and/or calls
- Troubleshoot and resolve technical issues raised by clients in a timely manner
- Log, track, and prioritize support tickets based on severity and impact
- Escalate complex or unresolved issues to the appropriate internal teams (engineering, product, etc.)
- Follow up with clients to confirm issue resolution and gather feedback
- Maintain clear documentation of issues, resolutions, and recurring problems
- Identify patterns in support requests and flag potential product/process improvements
- Ensure SLAs (response time and resolution time) are consistently met
- 2–5 years of experience in a technical support, customer support, or helpdesk role
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Ability to work independently during PST hours (specify exact shift timing if fixed, e.g., 9 AM–6 PM PST)
- Comfortable using ticketing/support tools (e.g., Zendesk, Freshdesk, Jira Service Desk )
- Basic understanding of web/software applications, APIs, or relevant technical domain (adjust based on product)
- Ability to stay calm and professional under pressure, especially with frustrated clients
- Experience supporting SaaS products
- Familiarity with SQL, basic scripting, or log analysis
- Prior experience working with US-based clients
- Competitive salary
- Remote-friendly work environment
- Opportunity to work with international clients
- Growth path within technical support / customer success