Technical Support Specialist

Job Title : Technical Support Specialist Department : Customer Experience Location : Bangalore [InOffice] Who We Are Since 2017, ClickPost has been the post-purchase intelligence platform that turns logistics complexity into a competitive advantage for the world's leading retailers, including Walmart, Nykaa, Mars, Adidas, Bluestone, GIVA, Kapiva, and 450+ brands across India, Southeast Asia, the Middle East, and North America. Through a single API, our platform manages tracking, exceptions, and returns across 600+ pre-integrated carriers, with AI allocating every shipment to the optimal carrier and resolving delivery issues before orders fail. And we're not standing still. We're actively building the agentic layer for post-purchase, from AI voice agents like Parth to a growing suite of agents that resolve delivery exceptions, confirm orders, and recover lost sales. This is real, in-production AI, live with customers today. We process 50M+ shipments every month, helping brands cut failed deliveries and "where-is-my-order" queries while converting more returns into exchanges. We're one of the rare companies operating at the intersection of cutting-edge AI, enormous scale, and a brand respected across the global SaaS and e-commerce world. Our core values of transparency, continuous learning, ownership, and speed, plus a team that includes several ex-startup founders, make this a place that's both fast-moving and rich with opportunities to learn. Our vision is to become the global standard for post-purchase intelligence, where logistics complexity never limits a brand's growth. Role Summary: As a Customer Support Analyst, you will handle customer inquiries, resolve technical issues, and ensure a smooth experience for our clients. You’ll be the first point of contact for customers, providing timely and effective support, troubleshooting technical issues, and delivering a high level of customer satisfaction. In addition to general support responsibilities, this role requires basic technical knowledge, including understanding APIs, HTML, and common troubleshooting techniques related to SaaS platforms. Within: 1 month you will be able to: Familiarize yourself with ClickPost’s product features, customer base, and common challenges faced in post-purchase logistics. Gain a strong understanding of ClickPost's support workflows, tools, and communication channels Start handling customer inquiries effectively, resolving common issues with minimal supervision, and contributing to a high standard of customer satisfaction. 3 months you will be able to Develop expertise in E-commerce, SaaS, and Logistics industry standards, along with the nuances of ClickPost’s platform. Proactively identify recurring issues and share insights with the product and engineering teams to improve user experience. Contribute to optimizing the customer support documentation and support playbooks, ensuring they align with best practices in…