Job Description

About LeadSquared: One of the fastest-growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 1700 customers with 2 lakhs+ users across the globe utilize the LeadSquared platform to automate

About LeadSquared: One of the fastest-growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 1700 customers with 2 lakhs+ users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high-velocity sales at scale. We are backed by prominent investors such as Stakeboat Capital, and Gaja Capital to name a few. We are expanding rapidly and our 1300+ strong and still growing workforce is spread across India, the U.S, Middle East, ASEAN, ANZ, and South Africa. . Among Top 50 fastest growing tech companies in India as per Deloitte Fast 50 programs . Frost and Sullivan's 2019 Marketing Automation Company of the Year award . Among Top 100 fastest growing companies in FT 1000: High-Growth Companies Asia-Pacific . Listed as Top Rates Product on G2Crowd, GetApp and TrustRadius Customer Support @ LeadSquared The Customer Support at LeadSquared is a critical element of our future success. It includes a long run relationship & takes complete ownership with top-notch customer handling skills, technical understanding. If you love to interact with customers and solve their problems then you should certainly join this team! The Role: . Taking ownership of customer issues reported and seeing problems through to resolution . Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared. . Ask customers targeted questions to quickly understand the root of the problem. . Resolving all customer issues in time bound manner. Comply with the SLA for issue resolution. . Onboarding new customers: Providing Admin and User trainings e.t.c (over web and in-person). . Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue. . Work closely with technical teams to enhance the quality of existing products. . Manage and monitor customers' expectations. . Help in keeping customers extremely satisfied and thereby contributing to customer retention.Requirements: . Tier 2 customer support experience - supporting web based software platforms SaaS - (2-6 years). . Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures. . Fair knowledge of API, Webhooks, Connectors. . Good to have understanding on at least one of the programming languages (PHP, Java, Python). . Operational support experience - ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues. . Excellent problem-solving, strong written & verbal communication and documentation skills . Obsessed with customer support and delighting the customers. . Contribute in developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools. . Willing to work in the US time zone is a plusWhy Should You Apply . Fast paced environment . Accelerated Growth & Rewards . Easily approachable management . Work with the best minds and industry leaders . Flexible work timingsInterested If this role sounds like you, then apply with us! You have plenty of room for growth at LeadSquared.