Sr. Customer Solutions Specialist - Enterprise

Responsibilities

• Serve as the primary point of contact for Enterprise customers, providing personalized and dedicated technical support.
• Respond to incoming support requests via email and assist Enterprise businesses in troubleshooting technical issues.
• Investigate and resolve complex software and hardware problems by analyzing system logs and conducting root cause analysis.
• Collaborate with departments like Customer Success to resolve issues requiring cross-functional expertise.
• Build and maintain strong relationships with enterprise customers, serving as a trusted advisor.
• Conduct training sessions and workshops for Enterprise businesses.
• Act as a subject matter expert, providing guidance and mentorship to junior technical solutions specialists.
• Accurately document customer interactions, troubleshooting steps, and solutions in the ticketing system.
• Provide feedback to team leads on recurring or critical issues to drive process improvements.

Requirements

• 3+ years of experience in customer support or customer care with international clients (US, North America, Canada, or Australia).
• Proficiency in English communication, both written and verbal.
• Experience with tools such as Microsoft Office Suite, ZOHO CRM, Intercom, and JIRA.
• Highly organized, detail-oriented, and solution-oriented approach to problem-solving.
• Ability to work scheduled 8-hour shifts within a 24-hour period to support the Eastern Time Zone.

Preferred Qualifications

• Experience in the SaaS industry.
• Familiarity with the operations and specific needs of enterprise business owners.

Benefits

• Competitive salary package based on experience.
• Comprehensive Group Health and Life Insurance.
• Gratuity and EOBI.
• Transport facility or fuel allowance (within a 20km radius).
• Paid time off (Annual, Sick, Casual, Bereavement, and Parental).
• Quarterly Bonuses and staff recognition programs.
• Clear career progression and opportunities for internal promotion.

About the Company

WellnessLiving is a fast-growing software company dedicated to empowering class and appointment-based businesses. Trusted by over 5,000 business owners and 15 million users worldwide, we provide a value-driven platform that is reliable, easy to use, and equipped with all the tools needed to manage and grow a business. We pride ourselves on a customer-focused, community-centered, and inclusive culture.