Customer Support Specialist

Job Overview: Customer Support Specialist in DoubleTick requires a unique blend of technical expertise, communication skills, and customer service abilities. Moreover, you must have an ownership mindset, a sense of pride in solving complex problems for our customers, owning up to the customer problems as if they were your own, and bringing a smile to our customer’s faces at the end of the day. Responsibilities: • Strong understanding of SaaS products- its features, functionalities, and integrations ecosystem. • Proficiency in troubleshooting technical issues related to DoubleTick, including but not limited to bugs, errors, and user interface problems. • Familiarity with Webhooks and APIs to assist customers with any integration support. • Excellent communication skills, both written and verbal, to interact effectively with customers. This includes active listening, empathy, and clarity in explanations. • Patience and the ability to remain calm and composed, especially when dealing with frustrated or upset customers. • Strong problem-solving skills and analytical ability to address customer concerns and find appropriate solutions promptly. • Continuous hunger to learn and stay updated on the product's latest features, updates, and enhancements. • Ability to articulate complex automation and workflow concepts in a simple and understandable manner to customers of varying technical backgrounds. • Ability to collaborate with cross-functional teams such as product development, sales, and marketing to provide comprehensive support to customers. • Sharing insights and feedback gathered from customer interactions to contribute to product improvement and enhancement. • Ability to manage multiple customer inquiries simultaneously while ensuring timely responses and resolutions. • Prioritizing tasks based on urgency and impact on customer satisfaction. • Being adaptable to evolving processes, technologies, and customer needs in a fast-paced SaaS environment. • Resilience in handling high-pressure situations and maintaining a positive attitude even during challenging times. • Attention to detail in documenting customer issues, resolutions, and any follow-up actions taken. • Conducting testing and replication of reported issues to verify resolutions and prevent recurrence. • Proficiency in utilizing available tools to achieve high efficiency and timely responses to customers. Preferred Qualifications: • Bachelor’s degree in Computer Science, Computer Engineering, or a related field; Master’s degree preferred. • Minimum of 1 year of experience in technical support, ideally in a SaaS environment. • Strong problem-solving skills and ability to handle complex technical queries. • Excellent communication and customer service skills. • Deep understanding of software, databases, and cloud technologies. • Proficiency in ticketing and chat software. • Ability to work independently and in a fast-paced startup environment. About Us: Apport Software Solutions Private Limited is a dynamic and innovative SAAS-based product company offering conversational commerce and empowering global brands with scalable personal commerce and relationship-led sales on WhatsApp. Started in 2017 with a vision of enabling global brands to win more customers using simple yet robust technology on mobile, today we have over 7000+ customers across 140+ countries using our technology to grow digitally. Backed up by investors from Silicon Valley, Info Edge Ventures, and BEENEXT Asia, we are headquartered in Mumbai, India. QuickSell: QuickSell is a sales acceleration commerce suite started in 2017 with the vision to empower businesses to translate conversations into conversions on customer-first channels like WhatsApp through assisted personal commerce. Today, over 7,000+ businesses from 10++ countries all over the world use QuickSell to accelerate the process of sharing complete and accurate product information with customers and various business stakeholders, with objectives like dynamic product showcases and bookings via WhatsApp. For more details, check out our website: https://quicksell.co/ DoubleTick: DoubleTick is a mobile-first conversational CRM built on top of WhatsApp Business API to unlock WhatsApp's marketing and sales capabilities. It offers top-notch features, including a central team inbox, bulk broadcasting and analytics, bot studio, commerce and cataloging, chatbots, and role-based access. For more details, check out our website: https://doubletick.io/ Some of the brands powered by DoubleTick include GRT Jewellers, Raheja Developers, Sabyasachi, Tarun Tahiliani, ICRA, BVC Logistics, RS Brothers, Manepally Jewellers, Tupperware, Birla Brainiacs KGK Group, Walking Tree, CKC Group, Malabar Diamonds and Gold, BVC Logistics, Emerald India, Prima Art, Siroya, SabyaSachi, etc