Company Description
Solid Systems Global is a global provider of multi-vendor enterprise equipment services, supporting technology lifecycle management since 1989. Headquartered in the United Kingdom with over 110 service locations across 6 continents, the company is strategically positioned to deliver customized support services. With 24x7x365 Regional Response Centres and skilled engineers for quick, onsite technical support, Solid Systems Global ensures efficient service delivery where customers need it.
Role Description
The primary role blends excellent customer guidance, hands-on troubleshooting, deep product knowledge, and close collaboration with R&D. Youll investigate complex issues end-to-end, identify root causes, and communicate clearly with both customers and internal teams to ensure fast, high-quality resolutions
Responsibilities:
Provide multi-channel technical support via live chat, phone, and email, with a focus on accurate diagnosis and resolution and excellent customer service
Handle customer inquiries regarding product functionality, pricing, and troubleshooting.
Escalate technical issues and product gaps by creating clear, detailed Jira tickets
Collaborate with the team to efficiently address customer concerns.
Independently perform in-depth training or update sessions each week to stay up to date on product changes, tools, and technical concepts, maintaining strong product expertise and readiness to support the team
Maintain documentation and provide feedback for continuous process improvement.
Working Hours (Indian Standard Time):
Rotational shifts between 5:30 AM IST and 4:30 AM IST.
Qualifications:
Experience:
o 2+ years in Technical/Product Support (Must).
o Experience in SaaS / B2B software companies (Must)
o Background in product support role.(good to have)
Skills:
o Familiarity with tools such as Intercom, Jira, Zapier, Tableau, Slack, and Backoffice systems.
o Strong troubleshooting skills with both basic and complex technical issues.
o Coding experience is a plus.
o Proven experience working cross-functionally with remote Dev/R&D teams.
Soft Skills:
o Clear, confident communicator, able to translate technical findings into user-friendly explanations.
o Strong ownership mentality and ability to work independently in a fast-paced environment.
o Highly detail-oriented, customer-obsessed, and structured in documentation/follow-up.

Technical Support Representative (SAAS SUPPORT)

Solid Systems Global

Job Description

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