Customer Support - Trainee SaaS

Overview

SuperProcure is looking for a Customer Support – Trainee (SaaS) to join its Customer Support & Success team in a remote role. This position focuses on ensuring smooth onboarding, effective product adoption, and continuous client support for its digital logistics platform. The role involves interacting with clients across multiple channels, resolving issues, guiding them through platform functionalities, and enhancing overall user experience. You will also collaborate with internal teams to address client feedback, improve processes, and contribute to customer satisfaction and product growth.

Responsibilities

1. Provide prompt client support via phone, email, and live chat
2. Troubleshoot issues and deliver step-by-step solutions for client queries
3. Act as a bridge between clients and internal teams, escalating complex issues when required
4. Guide users on platform usage, including account setup, navigation, and features
5. Monitor user adoption and ensure adherence to client KPIs
6. Conduct review meetings to improve product adoption and user engagement
7. Configure user accounts and ensure smooth onboarding for new clients
8. Assist in creating support documentation, tutorials, and training materials
9. Conduct user training sessions and provide clear guidance to clients
10. Track user engagement, generate reports, and identify improvement areas
11. Maintain detailed records of client interactions and support activities
12. Collaborate with product and sales teams to share feedback and drive improvements
13. Identify opportunities for client growth and increased platform usage

Requirements

1. Bachelor’s degree in engineering, business administration, logistics, supply chain, or a related field
2. Strong communication skills (verbal and written) with ability to explain technical concepts clearly
3. Good knowledge of Excel and/or presentation tools
4. Strong problem-solving skills with a proactive approach
5. Basic experience or understanding of technical troubleshooting, CRM tools, or helpdesk systems (preferred)
6. Interest or experience in SaaS or technology-based customer support roles
7. Ability to manage multiple tasks with strong attention to detail
8. Good interpersonal skills with a customer-focused mindset
9. Willingness to learn and adapt quickly in a fast-paced environment
10. Ability to work flexible hours based on client requirements

Additional Details:

1. Openings: 3