Customer Support Specialist

TezMinds Software Pvt. Ltd. · India

We are looking for a hardworking, dedicated, and detail-oriented Customer Support Specialist to join our team and provide exceptional support to customers using our SaaS products .

This is a work-from-office position . We are looking for someone with excellent written and verbal English communication skills, strong problem-solving abilities, and a genuine interest in understanding technology and helping customers.

The ideal candidate takes complete ownership of customer issues , follows up proactively, pays close attention to details, and works diligently to ensure every customer receives a timely and effective resolution.

• Provide customer support for our SaaS products , primarily through email and, when required, over the phone.
• Understand the product thoroughly and help customers with product-related questions, technical issues, account-related concerns, and general troubleshooting.
• Investigate, troubleshoot, and resolve customer issues in a timely and professional manner.
• Write clear, professional, and well-structured emails to customers.
• Communicate confidently and professionally with customers over the phone when required.
• Take complete ownership of support tickets from initial contact through final resolution.
• Proactively follow up with customers instead of waiting for them to ask for updates.
• Work closely with technical and product teams to investigate and resolve complex SaaS product issues.
• Maintain accurate records of customer conversations, troubleshooting steps, and resolutions.
• Ensure tickets are resolved within defined turnaround time (TAT) guidelines.
• Identify recurring customer issues and communicate them internally to help improve the product and customer experience.
• Handle urgent or high-priority support tickets during weekends when required.

Excellent Communication Skills: Strong written and spoken English is a must. You should be able to explain technical and product-related information clearly and professionally.

SaaS & Technical Aptitude: You should be comfortable working with web-based software and have the ability to quickly understand how a SaaS product works. Prior experience supporting a SaaS or software product is preferred.

Hardworking & Dedicated: We are looking for someone dependable who takes their responsibilities seriously and is willing to put in the effort required to resolve customer issues.

Detail-Oriented: You should carefully read and understand customer queries, investigate issues thoroughly, and avoid overlooking important details.

Ownership & Proactiveness: You should take responsibility for customer issues, proactively follow up, and drive tickets toward resolution without requiring constant supervision.

Quick Learner: Our products and processes will continue to evolve. You should be comfortable learning new product features, tools, and technical concepts quickly.

Logical & Analytical Thinking: Strong troubleshooting and reasoning skills are important for identifying the root cause of customer problems and finding appropriate solutions.

Customer-First Mindset: You should be patient, empathetic, and genuinely interested in helping customers succeed with our products.

Ability to Work Under Pressure: You should be able to prioritize multiple tickets, manage urgent issues, and maintain quality even during busy periods.

• Position: Customer Support Specialist
• Product: SaaS / Software Products
• Employment Type: Full-time, Permanent
• Work Mode: Work from Office
• Weekend Availability: Required when necessary for urgent/high-priority customer support
• Industry: IT Services & Consulting
• Department: Customer Success, Service & Operations
• Role Category: Customer Support / Customer Success

If you are hardworking, dedicated, detail-oriented, technically curious, and an excellent communicator who enjoys solving customer problems, we would love to hear from you.

Please send your resume and cover letter to hiring@tezminds.com .