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CallHub is hiring a
Senior Product Support Engineer Level II

📍 Bangalore

About us
CallHub is a leading communications platform. We help political campaigns, nonprofits, advocacy groups, and businesses seamlessly interact with their audiences worldwide.
Building and maintaining strong relations with your audience is the key to an organization's success. CallHub's comprehensive suite of communication tools helps facilitate this.

About the role
CallHub is proliferating and seeking a Product Support Engineer to join the Customer Support team. Responsible for delivering unparalleled field support to external CallHub customers. This role will partner with various product, technical support, engineering, and sales teams at CallHub. The ideal candidate is a strong communicator, can process data quickly, and has a sharp attention to detail.
You’ll be part of our Customer Support team, consulting our clients in troubleshooting, resolving all technical inquiries and bug fixes, and leading clients to utilize our platform optimally. Ultimately you’ll be ensuring the technical health of our client portfolio.

What Makes You The Right Fit
  • < 3+ years of professional experience in a customer-facing product support role
  • Bachelor's degree
  • Ability to communicate constructively and candidly
  • Curious-minded & natural problem solver
  • Flexible to work in the night shift
  • Experience with technical support CRM systems ( Zendesk, Jira, etc.)
  • Ability to communicate with customers by email and phone
  • Investigation and diagnostic skills
  • Customer-focused attitude who enjoys working in a fast-paced environment
  • Ability to write Self-help articles
  • Willingness to work hours as needed to support our customers.
  • Experience with web domain, Zapier & Rest APIs would be a great addition
  • Understanding of software change management.
  • Conceptual knowledge of SaaS

Key Responsibilities
  • Provide technical support for the CallHub application, including diagnosing and resolving complex issues and escalating as required.
  • Collaborate with customers and internal stakeholders to identify and resolve application-related problems.
  • Develop and maintain strong working relationships with key customers, understanding their business processes and requirements to ensure solutions meet their needs.
  • Work closely with development teams to ensure applications are deployed, configured, and maintained according to best practices and customer requirements.
  • Provide feedback to internal teams on customer issues, product features, and system improvements.
  • Develop and maintain technical documentation, including procedures and training materials.
  • Mentor and coach junior team members, providing guidance on technical issues and helping them to develop their skills and expertise
  • Participate in on-call support rotation, including occasional weekends and evenings.
  • Team player and collaborate across the functions to develop personal skills through knowledge sharing and learning from others.
  • Adhere to customer-focused strategies to achieve business objectives and maintain high levels of customer satisfaction.
  • Meet personal and customer service team targets, including AFRT, resolution time, number of tickets closed, and CSAT.
  • You will handle billing tasks, such as invoicing and credits, refunds, and agent count adjustments.

Ideal Approach at CallHub
  • Start with Excitement: Put your full energy into what you are doing. It will be like the first sprint of a relay race.
  • Drive until success: We want everyone to feel empowered to go beyond their job description. Be the decision maker until you ensure success for customers.
  • Build trust through transparency: We value authenticity towards our customers and each other. Always do the right things; no exceptions here.
  • Keep balance: To grow successfully, we need a balanced ecosystem of work and personal time ecosystem. So feel free to shout out when you feel exhausted or take off.
  • Always learning: As a company, we take time to learn new things, uncover insights, and ask questions.
  • Fun together: We foster a fun environment for our team members. Please don't hesitate to joke, make people laugh, and do storytelling on the floor.
CUSTOMER SUPPORTZAPIERZENDESKJIRA
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📍 Location: Bangalore
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