Customer Support Executive AI Platform

## About the Role As a Customer Support Executive at Sai Group Ltd, you will play a vital role in ensuring the success of the company's AI-based platform, which enables seamless database connections, file uploads, and conversational interaction with data. Your day-to-day responsibilities will include assisting users with resolving technical issues, guiding them through product features, and providing an exceptional customer experience. You will be part of a dynamic team that values collaboration, innovation, and customer satisfaction. The company's headquarters are based in Kolkata, West Bengal, India, but as a remote worker, you will have the flexibility to work from anywhere in the world.

The Customer Support Executive role is crucial in maintaining the high standards of Sai Group Ltd's customer support. You will be the primary point of contact for users who encounter issues with the platform, and your ability to troubleshoot and resolve problems efficiently will be essential in ensuring customer satisfaction. Your work will have a direct impact on the company's reputation and customer retention, making this role both challenging and rewarding.

In terms of team context, you will be working closely with the technical team to resolve complex issues, and your input will be invaluable in shaping the product and improving user experience. Your reporting structure will be clear, with regular check-ins with your supervisor to discuss progress, address any challenges, and set goals for continuous improvement.

## What You Will Do - Assist users with connecting databases, including MySQL, PostgreSQL, and MongoDB - Help customers upload files in various formats, such as CSV and Excel - Troubleshoot basic technical and usage issues, providing timely and effective solutions - Guide users through product features and workflows, ensuring a smooth onboarding process - Respond to customer queries via chat, email, or ticketing system, maintaining a high level of responsiveness and professionalism - Escalate bugs or complex issues to the technical team, providing detailed reports and recommendations for resolution - Maintain accurate logs of customer issues and resolutions, using this data to identify trends and areas for improvement - Collect user feedback and share insights with the product team, contributing to the continuous enhancement of the platform - Collaborate with the technical team to develop and implement new features and improvements - Participate in training and development programs to enhance your skills and knowledge, staying up-to-date with industry trends and best practices - Develop and maintain a deep understanding of the company's products and services, enabling you to provide expert support and guidance to users

## What We Are Looking For - Good communication skills, both written and verbal, with the ability to articulate complex technical concepts simply - Basic understanding of databases and file formats, including Excel - Familiarity with AI tools and chat-based systems, with a willingness to learn and adapt to new technologies - Ability to understand technical problems and explain solutions in a clear, concise manner - Customer-first mindset and problem-solving attitude, with a focus on delivering exceptional customer experiences - Experience in customer support, preferably in a SaaS or tech environment - Basic knowledge of SQL queries and data workflows - Understanding of APIs and data integration - Prior experience with customer support tools, such as Freshdesk, Zendesk, or Jira

## Nice to Have - Experience working with AI-driven products or platforms - Knowledge of programming languages, such as Python or JavaScript - Familiarity with data analysis and visualization tools - Certification in customer support or a related field

## Benefits and Perks - Opportunity to work with an innovative, AI-driven product - Learning and growth opportunities in AI, data, and SaaS platforms - Collaborative and fast-growing start-up environment - Competitive salary and benefits package - Flexible, remote work arrangements - Access to cutting-edge technologies and tools - Professional development and training programs - Recognition and reward for outstanding performance - A dynamic, supportive team with a common goal of delivering exceptional customer experiences