{"id":2444813,"url":"https://alion.io/job/clickpost-technical-support-specialist","title":"Technical Support Specialist","company":{"id":59332,"name":"ClickPost","domain":"clickpost.ai","url":"https://alion.io/company/clickpost","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"C","score":68,"open_postings":15,"ghost_share":0.533,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":500000,"max":700000,"currency":"INR","period":"year","gross":null,"usd_annual":7330},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Edge AI","optional":false},{"name":"AI Agents","optional":true},{"name":"Freshdesk","optional":true},{"name":"Voice Agents","optional":true}],"status":"live","first_seen_at":"2026-09-23T05:24:06Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-13T17:18:25Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Job Title : Technical Support Specialist\nDepartment : Customer Experience\nLocation : Bangalore [InOffice]\nWho We Are\nSince 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.\nAnd 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.\nWe process 50M+ shipments every month, helping brands cut failed deliveries and \"where-is-my-order\" queries while converting more returns into exchanges.\nWe'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.\nRole Summary:\nAs 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.\nIn addition to general support responsibilities, this role requires basic technical knowledge, including understanding APIs, HTML, and common troubleshooting techniques related to SaaS platforms.\nWithin:\n1 month you will be able to:\nFamiliarize yourself with ClickPost’s product features, customer base, and common challenges faced in post-purchase logistics.\nGain a strong understanding of ClickPost's support workflows, tools, and communication channels\nStart handling customer inquiries effectively, resolving common issues with minimal supervision, and contributing to a high standard of customer satisfaction.\n3 months you will be able to\nDevelop expertise in E-commerce, SaaS, and Logistics industry standards, along with the nuances of ClickPost’s platform.\nProactively identify recurring issues and share insights with the product and engineering teams to improve user experience.\nContribute to optimizing the customer support documentation and support playbooks, ensuring they align with best practices in customer experience.\n6 months you will be able to\nIndependently handle complex customer issues, including advanced troubleshooting and supporting API integration needs.\nPlay a key role in quality initiatives, collaborating with cross-functional teams to enhance the support process and improve CSAT.\nDrive measurable improvements in response times and resolution rates, directly contributing to ClickPost’s reputation for excellence in customer support.\nWhy Join ClickPost’s Customer Experience Team?\nClickPost’s CX team stands at the forefront of delivering exceptional support in the post-purchase logistics space. Known for our strong NPS and customer-centric approach, the team has cultivated a brand that is well-regarded in the SaaS and E-commerce domains. \nWorking in our CX team means joining a group dedicated to continuous improvement, where your contributions directly enhance the customer experience and drive brand loyalty. \nYou are someone who we can count on to:\nOwn:\nManage customer inquiries through various support channels (email, chat, phone) with professionalism and efficiency.\nDiagnose and troubleshoot customer issues related to the platform, including technical challenges involving APIs, integrations, and basic HTML errors.\nAssist customers in integrating Clickpost’s platform into their existing systems, providing expert guidance on API usage and troubleshooting.\nDocument and log customer interactions and technical issues in the CRM, ensuring accurate records for future reference.\nLearn:\nDevelop a deep understanding of our platform's features and capabilities, staying updated on new product releases and updates.\nGain hands-on experience in diagnosing technical issues and effectively communicating solutions to customers.\nLearn best practices for integrating and optimizing the use of our platform, enhancing your skills in customer support and technical troubleshooting.\nImprove:\nIdentify and analyze recurring customer issues, providing valuable insights to the product and engineering teams to drive improvements in the overall customer experience.\nContribute to the creation of support documentation and best practice guidelines, helping to streamline processes and enhance team efficiency.\nCollaborate with cross-functional teams to escalate complex technical issues and ensure timely resolution, fostering a culture of continuous improvement.\nWhat you will need to crack this role:\n2+ years of experience in a customer support role, preferably in a B2B SaaS environment.\nTechnical knowledge of APIs (e.g., ability to help customers with API integration, understanding request/response, and authentication methods).\nBasic understanding of HTML and web technologies to troubleshoot customer interface or integration issues.\nFamiliarity with JSON and XML formats is a plus for troubleshooting API-related issues.\nExperience using customer support platforms like Zendesk, Freshdesk, or similar tools.\nStrong problem-solving skills and the ability to communicate complex technical issues to non-technical customers in a clear and concise manner.\nExcellent verbal and written communication skills.\nAbility to multitask and manage time effectively in a fast-paced environment.\nPerks & Benefits:\nWe are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.\nCompetitive salary package with performance-based bonuses\nComprehensive health insurance coverage for you and your dependents.\nContinuous learning and professional development opportunities.\nEmployee assistance 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