Customer Support Associate

Company Description

SysCloudis a Backup-as-a-Service (BaaS) platformprovidingthe capability within a single pane of glass to backup mission critical SaaS applications such as Google Workspace, Microsoft 365, QuickBooks Online, HubSpot, Slack, and Salesforce. Our platform offers a comprehensive suite of solutions like backup, data recovery, ransomware protection, compliance alerts, and eDiscovery search.

SysCloudisin the midst ofrapid expansion. To support our growth, we are looking to hire an immediate joiner for the Customer Support Associate in the CSS Team.

Role Description

This is a full-time on-site role based in Hyderabad for a Customer Support Associate. The role involves addressing customer inquiries, resolving issues, providing excellent service, and creating a positive customer experience. Be part of a growing team where your contributions directlyimpactcompany success.Opportunity to develop and grow your career in a collaborative environment.Competitive compensation, benefits, and professional development opportunities.

Educational Qualifications

• Science background candidates likeB Sc.,and BCA streams, etc.,

Experience

• 3 to 6 years in Application Support / Technical Support (SaaS environment preferred)

Shifts

Rotational Shifts [Be available to work for 8 to 10 hours a day, 5 days a week including a Saturday or Sunday, between the hours of 6 a.m. and 2 a.m. At present we have 20 hours a day of support coverage. Eventually, we shall scale to 24 hours a day of supportcoverage].

KeyResponsibilities

Advanced Technical Support & Escalation Handling

• Handle escalated tickets from L1 support and take complete ownership of resolution.
• Perform in-depth troubleshooting, log analysis, and root cause analysis.
• Replicate customer issues and coordinate with Engineering for bug fixes.
• Track, document, and follow up on defects until closure.
• Ensure SLA adherence for all assigned cases.

Customer Communication & Documentation

• Communicate complex technical resolutions clearly to customers via email and calls.
• Maintainaccuratedocumentation of issues, resolutions, and knowledge base articles.
• Provide workaround solutions wherever applicable.

Customer Support & Ticket Handling

• Serve as the product expert for the customer support team, taking ownership of support tickets.
• Troubleshoot technical issues in collaboration with engineering; escalate and track resolution of defects.
• Communicate with customers via email or calls, ensuring that solutions are clearly explained and well-documented.
• Maintain empathy for customer challenges, providing a positive and clear communication experience.
• For product enhancement requests, work with product management to enter the request into the project management system.

Continuous Improvement & Feedback Loop

• Collect feedback from the support tickets toidentifyuser experience gaps, friction points, and feature enhancement opportunities.
• Share the customer ticket insights with the product team to help improve the user experience.
• Maintain a systematic approach to capturing and prioritizing feedback& enhancementrequests.
• Propose and champion product improvements based on user feedback.

Desired Skills

Customer-Centric Approach

• Experience in customer support or a similar client-facing role, witha track recordof effectively resolving customer issues.
• Outstanding communication skills (written and verbal) with an empathetic approach to customer interactions.

Technical & Analytical Skills

• Strong understanding of SaaS applications and cloud environments.
• Knowledge of Microsoft 365 / Google Workspace / Salesforceintegrationspreferred.
• Ability to read logs and analyze system behavior.
• Basic understanding of APIs, databases, and troubleshooting integrations.
• Familiarity with ticketing tools (Zoho, Jira, Zendesk, etc.).
• Conceptual understanding of how cloud applications, backups, and data securitytoolsfunction.
• Ability to interpret usage and performance data, then draw actionable insights.

Collaboration & Organization

• Adept at managing multiple priorities and working across diverse teams to achieve shared goals.
• Ability to incorporate feedback from various sources and proactively follow up on open issues.

Creativity & Attention to Detail

• Skilled at generating innovative ideas for product enhancements, visuals, and content.
• Meticulous in tracking customer tickets, writing documentation, and producing error-free communication.

Excellent Writing Skills

• Ability to draft comprehensive feature documentation, clear bug tickets, and compelling marketing copy.
• Fluent in English with strong grammar and language consistency.