Support

Customer Support Representative

Hyderabad, Telangana
Work Type: Full Time

About SafetyConnect: 


We are a leading B2B SaaS startup specializing in providing large enterprises with three state-of-the-art technologies tailored to their specific industry needs, prioritizing the safety of employees both on the job and on the road. With a proven track record of successful collaboration with Fortune 500 companies, we offer the Driving Safety Solution—an AI-driven application focused on proactive accident prevention through monitoring driving behavior. Our Action Tracking System streamlines the management of corrective and preventive actions, fostering a culture of workplace safety. Additionally, our latest addition, the Forklift Safety Solution, ensures in-plant worker safety through optimized monitoring of forklift operations. Partner with us to revolutionize safety practices in your industry.


Job Description:


As a Customer Support Executive, you will be the front-line representative of SafetyConnect, ensuring a positive and satisfying experience for our customers. You will be responsible for addressing customer inquiries, resolving issues, and providing exceptional service through various communication channels.


Roles and Responsibilities:

  • Research and identify solutions to software issues.
  • Ask customers targeted questions to quickly understand the root of the problem.
  • Tracking process from issues through to resolution, within agreed time limits.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. product team).
  • Provide prompt and accurate feedback to customers.
  • Refer to internal database or external resources to provide accurate tech solutions.
  • Ensure all issues are properly logged.
  • Prioritize and manage several open issues at one time.
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
  • Prepare accurate and timely reports.
  • Document technical knowledge in the form of notes and manuals.
  • Maintain jovial relationships with clients.


Requirements /Qualifications: 

  • Experience with remote desktop applications and help desk software.
  • Attention to detail and good problem-solving skills.
  • Excellent interpersonal skills.
  • Good written and verbal communication.
  • A process improvement mindset.
  • Software maintenance and testing capability.
  • 1-2  years of experience as a technical support specialist in SaaS/B2B.
  • Bachelor’s degree or equivalent required in computer science or information technology.

Perks and Benefits:


  • Medical Insurance: Comprehensive health coverage for you.

  • Company Offsites: Regular team-building events and offsite retreats to foster a strong sense of camaraderie.

  • Collaborative Environment: Join a dynamic and innovative team where collaboration and creativity are valued.

  • Professional Growth: Opportunities for skill development, mentorship, and career advancement.

  • Cutting-Edge Projects: Work on exciting and innovative projects that push the boundaries of technology.

  • Competitive Compensation: Receive a competitive salary package commensurate with your skills and experience.

  • Performance Bonuses: Recognize and reward outstanding contributions to the team's success.

  • Paid Time Off: Generous leave policies to support your well-being and work-life balance.



Join our team and be part of a dynamic, forward-thinking company that values innovation, collaboration, and personal growth!

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