About the job
For over two decades, Smartsheet has empowered individuals and teams to accomplish remarkable feats. From intuitive work management to innovative, scalable solutions, we consistently embrace efficiency. Our mission is to develop tools that enable teams to automate tedious tasks, uncover valuable insights, and scale intelligently. More than just tools, we cultivate an environment where creativity thrives, actions are taken, and impactful work is unlocked. When challenges align with purpose and passion translates into progress, that's where the magic happens, and it's what motivates us daily.
Position: L1 Support Specialist – Customer Support (SaaS)
Location: Bangalore, India (Office-based / Hybrid)
Shift: Must be willing to work in rotational shifts, including evenings and nights, to support our global clientele. Transportation will be provided.
Role Overview:
We are in search of a dedicated L1 Support Specialist to join our customer support team in Bangalore. As the initial point of contact for our customers, you will deliver prompt, high-quality assistance while addressing common product and usage challenges. Your contribution will be vital in ensuring an exceptional customer experience while establishing robust product and technical foundations.
This opportunity is ideal for individuals at the start of their support careers, eager to develop technical skills and pursue a long-term career in SaaS support.
Responsibilities:
- Deliver frontline customer support through chat, email, Zoom, and phone.
- Troubleshoot and resolve common product, configuration, and usage issues.
- Comprehend customer concerns, replicate issues when necessary, and document findings succinctly.
- Adhere to established troubleshooting protocols and workflows.
- Escalate complex or unresolved issues to L2/L3 teams with complete context.
- Educate customers about product features and best practices.
- Maintain accurate case notes and update knowledge base articles as required.
- Achieve defined SLAs, quality standards, and productivity goals.

