The Role
Provide first-line product support for a B2B SaaS platform through email, chat, and calls. Troubleshoot issues, replicate bugs, coordinate escalations, track resolutions, document knowledge-base content, educate customers, monitor recurring issues, and participate in QA and beta testing. The role collaborates closely with Product, Technology, and Customer Success teams and requires Hindi proficiency.
Summary Generated by Built In
Job Title: Customer Support Executive
Location: Hyderabad (Work from Office)
About ZoTok.ai: At ZoTok, we’re building intelligent, scalable solutions that empower businesses to operate smarter. As a growing SaaS company, we value people who are self-driven, empathetic, and customer obsessed. Our team thrives on innovation, collaboration, and a strong sense of ownership.
Job Overview: We are looking for a dynamic and customer-focused Customer Product Support Executive to join our team in Hyderabad. In this role, you’ll be the first line of support for our customers, helping them troubleshoot, understand, and navigate our SaaS platform efficiently. You will work closely with our Product, Tech, and Customer Success teams to ensure customer satisfaction and continuous product improvement.
Key Responsibilities:
- Provide timely and effective product support to users via email, chat, and calls.
- Troubleshoot and resolve custom er issues by replicating problems, escalating bugs, and tracking closure.
- Act as the bridge between customers and internal teams, relaying feedback and suggesting enhancements.
- Create and maintain knowledge base articles, FAQs, and how-to guides.
- Educate customers on new features and best practices to enhance their product experience.
- Monitor recurring support patterns and proactively raise improvement suggestions.
- Participate in product QA and beta testing, providing customer perspective feedback.
Qualifications:
- 1–2 years of experience in Customer Support or Technical Support in a SaaS product company.
- Strong understanding of how SaaS platforms work (B2B preferred).
- Excellent communication skills – both written and verbal.
- Strong problem-solving and analytical abilities.
- Hands-on experience with support tools like Freshdesk, Zendesk, Intercom, or similar platforms.
- Comfortable working in a fast-paced, cross-functional startup environment.
- Ability to multi-task and manage priorities effectively.
- Hindi language is a must
Preferred Skills (Good to Have)
- Familiarity with tools like JIRA, Confluence, or Notion.
- Basic understanding of APIs or SQL for issue troubleshooting.
- Exposure to product walkthrough tools or customer onboarding.
What We Offer
- Opportunity to work with a high-growth SaaS company.
- Collaborative and transparent work culture.
- Competitive salary and performance-based rewards.
- Health and wellness benefits.
- Exposure to product thinking and innovation from the ground up.
If you’re someone who thrives on solving problems, loves interacting with customers, and enjoys being part of a fast-growing tech environment — ZoTok is the place for you!
Why ZoTok.ai? Get hands-on experience in a cutting-edge tech company and see your work make an impact. Learn from the best in the industry and get guidance to kickstart your career. Work in a fun, inclusive environment where your ideas and contributions are celebrated. Balance your internship with your studies with flexible hours.
How to Apply: If you're passionate about research and excited about the opportunity to work with cutting-dge AI technology, we’d love to hear from you. Please send your resume, a cover letter explaining why you’re the perfect fit for this role, and any relevant research samples to [email protected]
Skills Required
- 1–2 years of experience in Customer Support or Technical Support at a SaaS product company
- Understanding of SaaS platforms, preferably B2B
- Excellent written and verbal communication skills
- Strong problem-solving and analytical abilities
- Hands-on experience with Freshdesk, Zendesk, Intercom, or similar support tools
- Ability to work in a fast-paced, cross-functional startup environment
- Ability to multitask and manage priorities effectively
- Hindi language proficiency
- Familiarity with JIRA, Confluence, or Notion
- Basic understanding of APIs or SQL for issue troubleshooting
- Exposure to product walkthrough tools or customer onboarding
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The Company
What We Do
Zono Tradetech, through its ZoTok.ai product, develops an AI-driven conversational-commerce platform for businesses. Integrated with WhatsApp, it digitizes and automates order, invoice, and payment workflows, helping companies manage customer relationships and distribution operations without expensive distribution-management systems. The company positions ZoTok as a generative-AI-powered network CRM and SaaS solution focused on supply-chain and commerce processes for enterprises in India and globally.
