Proactively support customers with prompt, friendly and accurate solutions through any medium or channel (including phone, email, chat, and social media) Work closely with customers to understand their measures of success and identify areas for improvement Troubleshoot technical queries to identify issues in order to provide complete information and resolution to customers Collaborate with other departments, such as sales, technical support, and product development, to address customer needs and improve overall customer satisfaction. Educate customers on product usage, guiding them through processes and troubleshooting steps Ensure Customer Satisfaction and create a WOW experience What are you like 0-3 years of experience in SaaS product support and customer success Strong communication and interpersonal skills; ability to provide timely communications to customers is vitally important Strong technical skills to understand and identify the technical problems and resolving them Strong analytical skills - ability to adapt the tools quickly and in-depth knowledge on finding out the root cause of the problem Develop a proactive approach to establish a best-in-class support services experience to continuously improve customer engagement and satisfaction. Modernizing customer experience through tools, technologies, and processes to both resolve customer issues as well as help answer their how-to questions. Meeting the customer s SLAs while updating the tickets on timely manner Understanding of social media channels and connections You have already worked in technical support or product support role You have the knowledge of using JIRA You know the basics of social media support