About this role
We're building our support team and are looking for proactive, empathetic, and resourceful problem-solvers who are excited to make an impact in a fast-paced environment.
If you're someone who thrives on helping others, enjoys solving problems, and can communicate clearly and effectively, this role is for you!
As a Technical Support Engineer, you'll be the first point of contact for our customers, ensuring they have a seamless and positive experience.
You'll handle customer queries, troubleshoot issues, and provide product guidance, helping users get the most out of Zenskar.
Key Responsibilities
Technical Customer Support & Issue Resolution
- Respond promptly to customer inquiries via chat, email, or calls.
- Troubleshoot and resolve customer issues efficiently and escalate when necessary.
- Keep customers informed about issue resolutions and product updates.
Product Guidance & Customer Success
- Develop a deep understanding of the product to help customers navigate features.
- Assist users with account setup, configurations, and best practices.
- Proactively identify pain points and guide users to solutions.
Empathy & Relationship Building
- Build strong relationships with customers by understanding their needs.
- Maintain a customer-first approach, ensuring satisfaction and engagement.
- Educate customers on new features, best practices, and self-service options.
Documentation & Feedback
- Contribute to FAQs, knowledge bases, and troubleshooting guides for better self-service.
- Provide actionable feedback to internal teams to improve the product and support experience.
Key Qualifications
What Makes a Great Support Specialist?
Excellent Communication Skills
- Ability to write and speak clearly and professionally in English.
- Can explain complex concepts in simple terms to both technical and non-technical users.
- Active listening skills to understand customer concerns and respond empathetically.
Strong Problem-Solving & Analytical Skills
- Quick thinker who can troubleshoot issues logically and find effective solutions.
- Can adapt to new situations and solve problems on the fly.
- Comfortable working with ticketing systems and logging accurate information.
Product & Customer Focus
- Curious and eager to learn about new products and features.
- Ability to grasp technical concepts even without a technical background.
- Understands customer needs and is committed to providing top-tier support.
Team Player & Ownership Mindset
- Takes initiative and works independently to resolve customer queries.
- Works well with cross-functional teams (Product, Engineering, and Success).
- High accountability and ownership of customer issues from start to resolution.
Work Hours
- Full-time: 4:30-5:00 PM – 3.30 AM IST with breaks in between
- Supporting our international (primarily US-based) customer base
Location
Why Join Zenskar?
- Work with a fast-growing company where your contributions matter.
- Get exposure to a variety of customers and industries.
- Be part of a supportive, collaborative team that values growth and learning.
