Associate - Customer Support

02 🎯 The Opportunity Product Support at LeadSquared is not a call centre. It is a critical, high-impact role that sits at the intersection of technology, customer relationships, and product improvement. You are the expert customers turn to when it matters most — and your ability to solve, communicate, and empathise directly shapes their experience with LeadSquared. We are looking for people who love making customers successful — who feel the customer's pain, own the problem, and don't rest until it's resolved. 03 ⚙️ What You'll Do ▸ Take full ownership of customer issues — from the first touchpoint to complete resolution ▸ Diagnose, troubleshoot, and resolve technical issues across the LeadSquared platform with speed and precision ▸ Ask sharp, targeted questions to get to the root cause — fast ▸ Guide customers through solutions via phone, email, and chat with patience and clarity ▸ Deliver resolution within SLA timelines — every time, without exception ▸ Work closely with engineering and product teams to surface bugs, patterns, and improvement opportunities ▸ Manage and exceed customer expectations — turn every support interaction into a trust-building moment ▸ Contribute to the knowledge base — write clear technical articles, scripts, and diagnostic guides ▸ Support customer onboarding — deliver product training (web and in-person) for admins and end users 04 ✅ Must Have ▸ 1+ years of experience in product/technical support for a web-based SaaS platform ▸ Strong troubleshooting ability — you can diagnose complex issues systematically and efficiently ▸ Solid understanding of APIs, Webhooks, and Connectors ▸ Excellent written and verbal communication — clear, empathetic, and professional ▸ Experience working with North American and/or Indian enterprise customers ▸ Ability to work in a 24/7 shift environment Good to Have ▸ Working knowledge of at least one programming language — PHP, Java, or Python ▸ Experience with CRM or marketing automation platforms ▸ Ability to create proof-of-concept solutions, sample scripts, and diagnostic tools