Address SaaS customer support requirements Manage queries around platform changes, user permissions, field setup, user access and configure basic settings on the platform Content management. Analyze, assess and verbalize platform updates into the User Guide and FAQs Job functions: Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and closure Proactively manage customers, handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Work closely with internal teams to resolve issues and escalate to the management on a timely manner Provide accurate, valid, and complete information by using the right methods/tools Document and keep track of all tickets raised by SaaS customers and internal users, update records on a timely manner and resolve tickets to meet SLAs Work closely with the PMO team post project implementation in addressing any queries or troubleshooting support for all users in the client’s domains Manage helpdesk queries for Swivelt employees Analyse customer queries and articulate them into FAQs and the User Guide to achieve 50% reduction in ticket submissions Compile reports and analyse outcomes of overall support performance Work hand-in-hand with the System Administrator to analyse and present reports, blockers and potential enhancements to the platform on a regular basis