Customer Support Specialist
Bangalore, Karnātaka, IndiaCustomer Solutions
AppTweak is the trusted app store acquisition partner for mobile leaders worldwide; we provide innovative solutions that help apps and games optimize their app store presence and increase downloads. For 10+ years, companies including Uber, Adobe, and Zynga have trusted our unique metrics, actionable insights, and expertise to make informed decisions and achieve long-term success in the competitive mobile market. Driven by data science and a human-centered approach, AppTweak is recognized for its innovative features and rapid growth.
We have been awarded “ASO Tool of the Year” and “App Data Platform of the Year” by the App Growth Awards, and have been four times recognized as one of the fastest-growing technology companies by Deloitte Belgium.
Today we are a team of +100 people based in 8 offices around the globe (Brussels, San Francisco, Bengaluru, Tokyo, Seoul, London, Montreal and Beijing) supporting more than +2,000 customers worldwide.
We are seeking a highly motivated and customer-oriented Customer Support professional to join our dynamic team at AppTweak.
In this role, you will be responsible for providing exceptional technical assistance and customer support to our valued SaaS customers. Your primary focus will be to ensure customer satisfaction, resolve inquiries, and troubleshoot issues to deliver a seamless experience with our products and services. Additionally, you will play a crucial role in contributing to process improvement initiatives within the support organization, leveraging your experience to help us continually evolve and enhance our customer support operations.
Serve as the first point of contact for customers seeking technical assistance or support via our chat system (Intercom), as well as via email.
Address customer queries, troubleshoot technical issues, and provide timely resolutions to ensure high levels of customer satisfaction.
Collaborate with cross-functional teams, including product development and engineering, to escalate and resolve complex customer issues effectively.
Provide product guidance to customers to enhance their understanding and effective use of our SaaS solutions.
Proactively identify and report product issues or enhancement opportunities to the appropriate internal teams.
Investigate and resolve billing-related inquiries, ensuring accurate billing, and maintaining a high level of transparency in all financial matters.
Coordinate with the finance team to rectify any billing discrepancies or refund requests as needed.
Contribute to creating and maintaining support documentation, knowledge base articles, and FAQs to facilitate self-help for customers.
Take an active role in providing guidance and suggestions for process improvement within the support organization based on your hands-on experience in the role.
Participate in brainstorming sessions and collaborate with team members to optimize support processes and deliver an exceptional customer support experience.
Bachelor's degree in a relevant field (e.g., Business, Marketing, Communications, or a related discipline)
3 years of proven work experience as a Support Engineer, Customer Support Representative, or similar role in a SaaS environment.
Strong technical acumen and familiarity with SaaS products and applications.
Excellent problem-solving skills with the ability to troubleshoot and diagnose technical issues effectively.
Outstanding communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
Empathetic and patient attitude with a customer-centric approach to support.
Ability to prioritize and manage multiple customer inquiries simultaneously while adhering to SLAs.
Detail-oriented and highly organized to maintain accurate support records and documentation.
Nice to have:
Experience with Intercom, support ticketing systems, and CRM software is a plus.
Experience working in the mobile industry.
Knowledge of the mobile ad tech industry.
- India, Bengaluru
- Hybrid “Work From Home” policy: 3 days at the office per week
Office desk in the centre of the city, at WeWork Atlanta, with best in class tech to make your work easy
24x7 Coffee and Snacks Bar
Health insurance with unlimited doctor consultations, emergency support and optional insurance for parents and dependants
Food and travel budget for your Ubers and Swiggy
25 days of Leaves
Team building activities and trivia Thursdays
If you are a proactive and customer-oriented individual with a passion for providing exceptional support, we encourage you to apply for this role at AppTweak. Join our dynamic team and play a crucial role in helping our customers achieve their goals through our platform.