Key Responsibilities
Customer & Product Support
- Handle customer queries related to product usage, issues, and workflows
- Provide accurate solutions with a strong understanding of domain context (GST/compliance)
- Troubleshoot product issues and guide users with step-by-step resolutions
- Ensure timely response and resolution as per defined SLAs
Domain Expertise Contribution
- Interpret customer queries from a domain perspective (GST/tax/business workflows)
- Translate complex domain requirements into actionable insights for internal teams
- Help users understand not just how to use the product, but why it works that way
Collaboration with Product & Engineering
- Work closely with developers to clarify domain requirements during feature development
- Assist in validating features that require domain accuracy
- Report bugs with proper context, reproduction steps, and expected outcomes
- Participate in UAT (User Acceptance Testing) for new releases
Documentation & Knowledge Building
- Create and maintain help articles, FAQs, and internal knowledge base
- Document recurring issues and solutions for faster resolution
- Contribute to building standardized support playbooks
Process & Quality Improvement
- Identify patterns in customer issues and suggest product/process improvements
- Provide feedback to product team based on user interactions
- Help improve onboarding experience for new users
Cross-functional Support
- Assist sales/demo teams with product + domain clarifications when needed
- Support customer success team in onboarding and retention efforts
Required Skills & Qualifications
- Strong understanding of GST / taxation / compliance domain(preferred)
- Good understanding of SaaS products or willingness to learn quickly
- Excellent communication skills (written & verbal)
- Problem-solving mindset with attention to detail
- Ability to explain complex concepts in a simple way
Good to Have
- Experience in a SaaS support / consulting role
- Background in CA / commerce / taxation
- Familiarity with tools like Zoho, Freshdesk, Intercom, etc.
Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
