Role & Responsibilities
Handle customer queries and provide timely support through calls, emails, chat, and other support channels.
Understand customer concerns and provide accurate and effective solutions.
Provide product-related assistance, including product features, functionality, usage, and troubleshooting.
Take complete ownership of customer issues from initial interaction through resolution and closure.
Troubleshoot product-related issues and coordinate with internal teams for complex cases.
Handle customer complaints, escalations, and priority issues professionally.
Coordinate with Product, Technology, Engineering, Sales, and Operations teams to ensure timely resolution.
Maintain accurate records of customer interactions, issues, resolutions, and follow-ups in the CRM/ticketing system.
Follow up with customers to ensure complete resolution and a positive customer experience.
Manage support tickets and ensure adherence to defined SLAs and resolution timelines.
Identify recurring customer issues and provide actionable feedback to the relevant internal teams.
Maintain and update FAQs, knowledge base articles, and troubleshooting documentation.
Develop a strong understanding of the company's products, features, processes, and policies.
Communicate product updates and relevant information clearly to customers.
Monitor customer feedback and identify opportunities to improve the overall customer experience.
Achieve defined KPIs such as CSAT, SLA adherence, response time, resolution time, quality, and productivity.
Preferred Candidate Profile
Bachelor's degree in any discipline.
4 years of experience in Customer Support, Product Support, Technical Support, Application Support, or a similar role.
Excellent verbal and written communication skills.
Strong customer-handling, interpersonal, and relationship-management skills.
Excellent problem-solving, analytical, and troubleshooting abilities.
Strong ownership and follow-up skills.
Ability to handle difficult customers, complaints, and escalations professionally.
Good understanding of customer support processes, ticket management, and SLA-driven environments.
Hands-on experience with CRM/helpdesk or ticketing tools such as Freshdesk, Zendesk, Zoho, Salesforce, or similar platforms.
Ability to manage multiple customer issues while maintaining accuracy and service quality.
Strong attention to detail and ability to work under pressure.
Ability to work independently and collaborate effectively with cross-functional teams.
Good command of English and Hindi is preferred.
Experience in SaaS, technology, fintech, e-commerce, B2B/B2C products, or software products will be an added advantage.
Perks and Benefits
Competitive salary based on experience and skill set.
Opportunity to work with a growing and product-focused organization.
Exposure to product, technology, and cross-functional teams.
Learning and professional development opportunities.
Career growth and internal mobility opportunities.
Collaborative and supportive work environment.
Employee-focused culture with opportunities to take ownership and make an impact.
Performance-based recognition and incentives, as applicable.
Other company benefits as per organizational policy.