SignEasy is hiring a

Product Support Specialist

Bengaluru, India
Full-Time

About SignEasy:

SignEasy is a cloud-based, mobile-first solution to electronically sign and fill documents from smartphones, tablets and web. People across industries such as real estate, legal, accounting, sales, insurance, human resources, logistics and more from over 180 countries use SignEasy to reduce business turnaround times, close deals faster, cut costs and delight customers by eliminating the cycle of printing, scanning and faxing of paperwork. Our latest offering, the SignEasy API suite, enables other businesses to seamlessly integrate our electronic signature platform into their workflows.

We have been a customer first company since our roots, while caring about a team that prides in supporting each other and solving problems they feel passionate about. We have created an environment that challenges them to be creative while they work on products that have received multiple accolades at the global stage from the biggest technology platforms, of the likes of Apple, Google and Microsoft. Take a peek into our culture here.

About the role:

We’re looking for a Product Support Specialist who is obsessed with problem-solving and helping our customers succeed in managing their paperwork more efficiently with SignEasy on iOS, Android, or our Web app. If they are reaching out to Support, it’s because they’ve encountered a problem and need you to fix it! In these moments of frustration, our customers are looking for an empathetic, patient, and proactive person to walk them through a full resolution.

You will be responsible for helping customers work through bugs, address their billing and payment questions, handle all escalations, and troubleshoot advanced solutions in a timely fashion. For thousands of customers like these, you will be the first impression of SignEasy.

This role will require you to communicate effectively, and enjoy the challenges of providing excellent customer service in a fast-paced environment. You will also be in charge of a small team of remote Support agents, where you will provide guidance for process and performance improvements and best practices. The Product Support Specialist provides a fantastic opportunity to learn and sharpen your customer support skills, work with a growing team, and support a product that customers love.

What you'll do:

  • First and foremost, dive head-first into support tickets when they come in via email, phone, and chat.
  • Resolve our customer's product issues and questions by providing appropriate solutions.
  • Troubleshoot, identify and escalate technical issues to the engineering and QA teams.
  • Manage customer expectations regarding issue resolution time and feature delivery.
  • Identify sales/upsell opportunities through support interactions.
  • Identify power users to generate testimonials and referrals via positive feedback.

What we're looking for:

  • 1-2+ years of experience in Product Support, preferably at a SaaS or Tech company.
  • Patience, care, and empathy. You enjoy talking to people and solving their problems.
  • Experience using helpdesk ticketing software.
  • Technical experience of working with cloud-based software applications and mobile apps, log files and billing systems for troubleshooting.
  • Technical experience of working with backend admin control systems and user logs.
  • High level of English fluency with clear and professional communication (written and spoken).
  • Experience meeting and exceeding support KPIs.
  • Highly detail-oriented, with excellent organizational and communication skills.
  • Ability to learn quickly, adapt to change and are self-driven to dig deep into problems.

Why join us:

  • We’re a small team doing big things! Your work will make a huge impact on customers and your voice will be heard.
  • Our company is headquartered in the US, with a small team in Dallas and development center in Bangalore. Interact with a global, diversified team and grow together with us!
  • Medical Insurance coverage of 3 Lakhs per annum.
  • Sponsored lunch on Thursdays.

The position is based in Bangalore and requires you to work in the US shift from 9pm - 6am IST.

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