Role Overview
We are hiring a Customer Support Representative to manage inbound customer queries across IVR, chat, and email. This is a metric-driven support role focused on SLA adherence, First Contact Resolution, CSAT, and proactive revenue signal identification.
The ideal candidate should be comfortable handling high ticket volumes, troubleshooting SaaS-based issues, and maintaining CRM hygiene while delivering exceptional customer experience.
About MyOperator
MyOperator is a Business AI Operator redefining customer communication through a unified platform that integrates WhatsApp, calls, and AI-powered chat and voice bots for seamless communication automation. Supporting a messaging-first and always-on world, MyOperator offers solutions like verified WhatsApp Business API, call management, campaign management, and GenAI-powered chatbots and voicebots. Trusted by over 12,000 businesses, including Amazon, Apollo Hospitals, and Razorpay, MyOperator has been providing innovative solutions for over 14 years. Renowned for its ease of use and customer experience excellence, the platform is highly rated across various review platforms.
Key Responsibilities
1. Customer Issue Resolution & Productivity
- Handle tickets per day across calls, chat, and email
- Resolve 80%+ of issues within 4 business hours SLA
- Maintain First Contact Resolution (FCR) ≥ 70% for inbound calls
- Maintain First Response Time (FRT) ≤ 15 minutes for chat/email
- Ensure 100% ticket logging and categorization in CRM
- Manage concurrent conversations (minimum 3–5 chats simultaneously)
2. Customer Experience & Satisfaction
- Maintain Customer Satisfaction Score (CSAT) ≥ 90%
- Communicate clearly on issue timelines and resolutions
- Provide complete troubleshooting before ticket closure
- Reduce repeat tickets by ensuring root-cause resolution
3. Ownership & Accountability
- Take end-to-end ownership of assigned tickets
- Proactively follow up on pending issues until closure
- Escalate only after completing defined troubleshooting checklist
- Maintain ticket backlog aging ≤ 24 hours
4. Revenue Signals & Cross-Sell
- Identify and log upsell/cross-sell opportunities in CRM
- Share qualified leads with Account Managers
- Highlight relevant product features during support interactions
- Maintain minimum 3–5 qualified opportunity signals per week
5. Process Adherence & CRM Hygiene
- Maintain 100% CRM update compliance
- Follow defined support workflows and communication templates
- Participate in product updates, training, and process rollouts
- Document frequently occurring issues for knowledge base
Must-Have Requirements
- 1–3 years experience in Customer Support / Technical Support / SaaS Support
- Experience handling minimum 30+ tickets/day or equivalent call volume
- Experience working with CRM tools (Zendesk, Freshdesk, Salesforce, Zoho, etc.)
- Strong written and verbal communication in English
- Typing speed ≥ 30 WPM with high accuracy
- Comfortable working in rotational shifts and weekends
- Experience managing multi-channel support (calls + chat + email)
Good-to-Have Requirements
- Experience in B2B SaaS / Telecom / Cloud Communication support
- Basic technical troubleshooting knowledge:
- Browser debugging (cache, cookies, console logs)
- API basics (request/response understanding)
- CRM integrations
- Web-based platform navigation
- Experience working with SLA-driven environments
- Prior exposure to upsell or cross-sell in support role
Skills & Competencies
- Ability to handle 3+ concurrent chats
- Strong problem-solving using structured troubleshooting
- High attention to detail in CRM documentation
- Time management under high-volume support environment
- Customer communication with clear expectation setting
