Customer Support Executive

2 weeks ago

Lahore, Punjab, Pakistan Adex360 Full time 600,000 - 1,200,000 per year

Customer Support Executive (SaaS)
Position Summary

We are seeking a
Customer Support Executive
to provide first-class support for our
Software-as-a-Service (SaaS) platform
. The role involves managing customer queries, assisting with product usage, and ensuring accurate data/content uploading on the company's website. The successful candidate will serve as a bridge between customers and internal teams, ensuring smooth onboarding, issue resolution, and an excellent customer experience.

Key Responsibilities

  • Serve as the primary point of contact for customer queries related to our SaaS platform via email, chat, and phone.
  • Guide customers through product features, best practices, and troubleshooting steps.
  • Escalate technical issues to the product or engineering teams when required, ensuring timely follow-up.
  • Maintain accurate documentation of customer interactions, issues, and solutions.
  • Upload, manage, and verify customer data, product information, and content on the website and SaaS platform.
  • Ensure data consistency and accuracy across all digital touchpoints.
  • Monitor platform usage and customer feedback to proactively identify areas for improvement.
  • Collaborate closely with Product, Operations, and Marketing teams to enhance the overall customer journey.
  • Generate regular reports on customer support performance, query resolution, and data management activities.

Qualifications and Requirements

  • Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field.
  • Minimum of
    1–2 years' experience
    in a SaaS customer support or client success role.
  • Strong understanding of SaaS platforms and cloud-based solutions.
  • Familiarity with CRM and ticketing systems (e.g., Zendesk, Freshdesk, HubSpot).
  • Proficiency in website content/data management (WordPress, CMS, or equivalent).
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong attention to detail and organizational skills with a commitment to accuracy.
  • Ability to manage multiple priorities in a dynamic environment.

Preferred Skills

  • Experience with customer onboarding and SaaS training.
  • Working knowledge of data analytics and reporting tools.
  • Ability to translate technical concepts into simple, customer-friendly explanations.
  • Knowledge of basic HTML or SaaS integrations is a plus.

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