Description

Job Title: Customer Success Associate

Responsibilities:

• Respond to customer inquiries via email or ticketing system, ensuring timely resolution and proper documentation.
• Diagnose and troubleshoot basic technical issues, providing clear, step-by-step guidance to users.
• Escalate unresolved cases to L2/L3 support teams, ensuring proper documentation of troubleshooting steps.
• Collaborate with developers, administrators, and stakeholders to meet project goals and deliver high-quality solutions.

• Maintain a high level of customer satisfaction through proactive communication, regular updates, and timely resolutions.
• Assist customers with setup, configuration, and deployment of SaaSify solutions.
• Monitor system performance and proactively address potential issues before they escalate.
• Maintain accurate records of customer interactions, prepare reports, and contribute to knowledge base documentation.

• Work closely with engineering and technical support teams to streamline issue resolution and enhance customer experience.
• Analyze existing processes, identify areas for improvement, and propose effective solutions.
• Stay up to date with emerging technologies, cloud computing trends, and SaaS best practices.

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Cloud certification (Azure or AWS) is required.
• Basic to intermediate SQL proficiency is essential.
• Availability to work in a 24/7 rotational shift, with a primary focus on the PST time zone
• 1-3 years of experience in customer success, technical support, or a related role within a SaaS company.
• Strong communication and interpersonal skills to build and maintain customer relationships.
• Experience using CRM tools (e.g., Salesforce, HubSpot, Zendesk) and other SaaS platforms.
• Ability to collaborate effectively with engineering and support teams for seamless issue resolution.
• Basic understanding of SaaS products, cloud applications, and APIs (preferred).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills with keen attention to detail.
• Willingness to work in shifts, including nights, weekends, and holidays, as required.

Preferred Qualifications:

• Experience in B2B SaaS customer success or technical support roles.
• Familiarity with customer success metrics and churn reduction strategies.
• Exposure to SQL, data analytics, or automation tools is a plus.

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