Customer Support (SAAS Enviornment)

CISPL- Comtech IT Solutions Private Limited

Required skills

Website: cisplinc.com
Job details:

Role Overview

Seeking Support Agents to help manage and reduce ticket backlog while delivering high-

quality customer support. This role focuses on resolving common issues quickly,

maintaining strong ticket ownership, and ensuring a consistent customer experience.

Key Responsibilities

 Manage a ticket backlog queue with a focus on backlog reduction

 Troubleshoot and resolve customer issues related to reservations, payments, pricing,

reporting, and system workflows

 Provide clear, accurate, and timely written responses to customers

 Escalate complex issues with complete documentation, including steps to reproduce

 Maintain ownership of tickets from intake through resolution to avoid delays

 Follow defined workflows and support processes to ensure consistency and quality

Minimum Requirements

 1+ year of experience in a high-volume SaaS support environment, handling 40 or more

tickets per day

 Proficiency with Zendesk or a comparable ticketing platform

 Demonstrated problem solving ability with attention to detail

 Ability to effectively triage issues and follow escalation protocols

 Comfortable working in a fast-paced, metrics-driven support environment

 Strong written English communication skills

Preferred Qualifications

 Experience supporting payment processing systems, billing platforms, or accounting-

related workflows

 Familiarity with financial transactions, reconciliation concepts, or subscription billing

models

 Experience supporting hospitality, reservation, or scheduling-based SaaS platforms

 Proven ability to use macros, automation, and knowledge base resources to improve

efficiency

 Track record of reducing backlog while maintaining quality and customer satisfaction

Success Profile

 Highly organized and responsive with strong ownership mindset

 Analytical thinker who can break down complex issues into actionable steps

 Customer-focused with a commitment to accuracy and clarity

Click on Apply to know more.

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