Key Responsibilities
* Provide responsive, high-quality support to B2B clients through Zendesk, email, and video calls.
* Investigate and resolve product-related issues, including app behaviours, integrations, and data inconsistencies.
* Translate technical problems into simple, clear solutions for users with varying levels of technical understanding.
* Collaborate with Product, Engineering, and QA teams to escalate bugs and share customer feedback.
* Maintain and improve support workflows, including ticket tagging, macros, and knowledge base articles.
* Support onboarding and configuration processes in partnership with Customer Success.
* Contribute to incident response and help manage client communications when major issues arise.
* Proactively suggest improvements to documentation, tools, and internal support processes.
What We9re Looking For
* 2–4 years' experience in a SaaS support or customer service role
* Hands-on experience using Zendesk (or similar platforms) to manage support queues.
* Strong problem-solving skills, with a basic understanding of web apps, APIs, and data formats like JSON or SQL.
* Clear, empathetic communicator who can explain technical topics to non-technical audiences.
* A team player with a growth mindset and a passion for helping customers succeed.
Nice to Have
* Exposure to martech platforms, content systems, or workflow automation tools.
* Experience supporting enterprise clients or assisting with onboarding and integrations.
* Basic scripting or SQL knowledge.
Please note
Only shortlisted candidates will be contacted.
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