Computer Support Specialist

Customer Support

Location: Pune

Experience: 1-3 year

Company: Celoxis

About Celoxis

Celoxis is a global Project Portfolio Management (PPM) platform used by organizations to plan projects, manage resources, track financials, collaborate, and make better business decisions.

We are looking for curious, customer-focused graduates who enjoy solving problems and want to build a career in SaaS, customer support, and technology.

Role Overview

As a Customer Support Intern, you will be part of the team responsible for helping Celoxis customers successfully use and troubleshoot the product.

This is not just a ticket-handling role. You will learn how a B2B SaaS product works, understand real customer business problems, investigate technical issues, and communicate solutions clearly.

You will work closely with Customer Success, Product, Engineering, and other internal teams.

Key Responsibilities

• Respond to customer questions through support tickets, email, chat, and calls.
• Understand customer issues and identify the actual problem before suggesting a solution.
• Learn the Celoxis product in depth, including projects, tasks, resources, timesheets, reports, workflows, and administration.
• Reproduce customer-reported issues and document clear reproduction steps.
• Troubleshoot functional and basic technical issues using application settings, logs, browser developer tools, APIs, and other available diagnostic information.
• Guide customers through product configuration and recommended approaches.
• Escalate product defects and complex technical issues with complete supporting information.
• Work with Product and Engineering teams to follow issues through to resolution.
• Keep customers updated on the progress of their queries.
• Create and improve internal troubleshooting documentation and knowledge-base content.
• Identify recurring customer problems and share feedback that can help improve the product and customer experience.
• Participate in product testing and validation of fixes or new releases when required.

What We Are Looking For

We care more about your ability to learn, think, communicate, and solve problems than prior work experience.

You should have:

• A Bachelor's degree in Computer Science, IT, Engineering, BCA, BSc Computer Science, or a related field.
• Strong written and verbal English communication skills.
• Good analytical and logical reasoning skills.
• Curiosity to understand how software works instead of simply following predefined steps.
• Ability to break a problem into smaller parts and troubleshoot systematically.
• Patience and professionalism while communicating with customers.
• Willingness to learn new technologies and business concepts.
• Good attention to detail and documentation skills.
• Ability to take ownership of a problem and follow it through to resolution.

Good to Have

Prior knowledge is not mandatory, but exposure to any of the following will be helpful:

• SQL and relational databases
• REST APIs, JSON, HTTP, and web applications
• Browser Developer Tools
• Basic networking concepts
• Linux / Windows command line
• General programming concepts
• SaaS applications
• Project management concepts
• Tools such as Postman, Zendesk, Jira, or similar platforms

What You Will Learn

• Enterprise SaaS customer support
• Project and Portfolio Management concepts
• Technical troubleshooting
• APIs and integrations
• Database and application fundamentals
• Customer communication and expectation management
• Product testing and defect reporting
• Working with Product and Engineering teams
• Handling real-world enterprise customer scenarios

What Success Looks Like

A successful Customer Support at Celoxis will gradually be able to:

• Understand customer requirements without relying heavily on others.
• Troubleshoot issues methodically.
• Provide accurate and easy-to-understand responses.
• Distinguish between configuration issues, product limitations, and potential defects.
• Write high-quality escalation notes that help Engineering investigate quickly.
• Take ownership of customer queries from initial investigation through resolution.
• Build strong product knowledge and become a dependable member of the Customer Support team.

Who Would Enjoy This Role

You may be a strong fit if you enjoy questions such as:

Why is this happening

Can I reproduce this

What changed

Is this configuration, expected behaviour, or a bug

How can I explain the solution clearly to the customer

If you enjoy solving puzzles, learning software, interacting with people, and understanding both the technical and business side of a problem, this role can be a strong starting point for your career in SaaS.