Candidate should have 1+ years of experience in a technical support or helpdesk role, handling customer queries on SaaS or CRM platforms. Comfortable working with ticketing tools like Freshdesk and can manage multiple tickets while meeting SLAs.
Ability to communicate clearly and professionally, both in writing and over calls, with customers and internal teams. Take ownership of issues and follow them through until complete resolution
Most Critical skills for this role?
Strong debugging and problem-solving skills to identify root causes of technical issues.
Can analyse issues logically and document them clearly for escalation to L2 or engineering teams.
Customer-focused and know how to balance empathy with technical accuracy.
Manage time and priorities effectively in a fast-paced support environment.
Key Responsibilities-
Monitor and manage customer support tickets using Freshdesk, ensuring quick first responses and resolution within defined SLAs.
Investigate and troubleshoot technical issues, raise BUGs/CRs on JIRA, and proactively follow up to drive them to closure.
Collaborate closely with L2 and customer engineering teams, sharing complete and accurate details to enable faster debugging.
Build a strong understanding of client workflows, business logic, and use cases to provide effective and context-aware support.
Take complete ownership of customer issues, tracking priorities, escalating critical cases, and ensuring a smooth end-to-end resolution experience.
About Kapture
Kapture is a SaaS company that was founded in Bangalore in 2014. The company boasts primarily of a customer support automation platform that provides an all-in-one solution for customers predominantly from retail, travel, BFSI, consumer durables, and the energy sector from across the globe. Kapture also has a customer feedback management platform, and is steadily growing in different markets across the globe. Kapture currently has offices in Bangalore, Mumbai, Delhi, Jakarta, UAE, Riyadh, Philippines, and Florida.
How to Apply? Click Here to Apply Now
Candidate may be redirected to recruiters/ employers database!
