Customer Support Specialist (Non-technical, L1 Support)

Postman is the world’s leading API platform, used by more than 35 million developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster.

The company is headquartered in San Francisco and has an office in Bangalore, where it was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on Twitter via @getpostman.

Postman is looking for a Customer Operations Support Specialist to join our team and deliver excellent service for a leading global SaaS company with millions of users. Our ideal candidate would be passionate about helping customers, love putting yourself in your customer’s shoes, enjoy resolving problems, identifying root causes of issues, and thrive in a team environment. 

P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman.

Important note - 

Timings - 6 AM to 3 PM and 1 PM to 10 PM IST (rotational shifts)

Please ensure to include a cover letter along with your application to give a detailed view of your accomplishments, support experience and what you'll bring to the table if you are hired

What You’ll Do

• Manage a queue of 50+ support tickets per week
• Take ownership of customer reported issues and seeing problems through to resolution
• Work across support platforms like Zendesk, Salesforce and JIRA within defined SLAs
• Pre-sales support, triaging sales leads, security, legal inquiries to different internal teams
• Handle payments, refunds, credits and other customer requests 
• Work with sales, renewals, engineering and customer teams to ensure speedy resolution
• Raise product bugs, feature requests to relevant teams
• Prioritize issues based on severity and customer impact
• Participate in our 24/5 global coverage plan

Requirements 

• 2-3 years of experience doing customer support for a modern / SaaS product
• Understanding of subscription billing in SaaS business
• Must be willing to work in different shifts and participate in on-call/holiday coverage
• Familiarity with support platforms like Zendesk, Jira, Salesforce and Confluence
• Very comfortable with technical concepts and great analytical skills
• Experience working with a globally-distributed team
• Excellent written and verbal communication skills

Good to have 

• Ability to write basic SQL queries for achieving workarounds or better solutions
• Familiarity with pricing & licensing and basic accounting skills
• Excellent customer-facing skills (internal and external customers)

This position requires you to be present in our Bangalore office on Mondays, Wednesdays & Fridays