Technical Customer Support

Customer Support Role at Apideck

We are looking for the first dedicated Customer Support team member to join our Product department at Apideck. As a Customer Support representative, you will be the first point of contact for our customers, providing timely and effective assistance. Apideck provides a highly technical product being used by product and engineering teams at SaaS companies.

Your responsibilities will include responding to customer inquiries via email, Slack, chat, and phone, troubleshooting technical issues, and escalating complex problems to the appropriate teams. You will also play a key role in gathering feedback from customers to help improve our APIs and documentation.

Key Responsibilities:

• Serve as the first point of contact for customer support inquiries.

• Assist customers in navigating and utilizing our APIs and integration solutions.

• Identify, analyze, and resolve technical issues, escalating complex problems as necessary.

• Collaborate with our technical team to enhance customer experience and product functionality.

• Document and track customer interactions and feedback.

• Contribute to the development of support resources and technical documentation such as FAQs and knowledge base articles.

• Continuously learn about new technologies and updates related to our services.

Requirements:

• Previous experience in customer support, particularly in a SaaS or API-focused environment, is advantageous.

• Strong communication skills, both written and verbal, in English.

• Familiarity with help desk software and customer support tools like Intercom and Slack.

• A strong understanding of APIs and software integration concepts.

• Problem-solving mindset with a customer-centric approach.

• Eagerness to learn and adapt in a fast-paced environment.