Engineer - Product Support

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, Jyoti Bansal, and Gaja Capital to name a few. We raised $153mn in our latest Series C funding round from WestBridge Capital, and were now Indias 103rd Unicorn! We are expanding rapidly and our 1100+ strong and still growing workforce is spread across India, the U.S, the Middle East, ASEAN, ANZ, and South Africa.

• Among the Top 50 fastest-growing tech companies in India as per Deloitte Fast 50 programs
• Frost and Sullivans 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
  
  

• 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.
• Communicate to 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.
  
  

• 2+ years of experience in supporting supporting web based software platforms SaaS for Indian customers .
• Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures.
• Good understanding of API, Webhooks, Connectors.
• Good to have the understanding on at least one of the programming languages (PHP, Java, Python).
• Operational support experience - the 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 to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools.
• Need to work in the 24/7 Shift