About the Role
ONMO+ is a smart console product that brings a curated, cloud-powered game catalog, spanning indie gems to premium AAA titles, to the TV screen.We are seeking a Customer Support Executive to manage day-to-day end-user interactions, resolve issues efficiently, and ensure high levels of satisfaction across our gaming products and services. This role is a primarily B2C role focused on supporting customers using ONMO services. The role may occasionally involve internal coordination on issues related to telecom or distribution partners; however, direct engagement with partner representatives is not a core responsibility.
What You Will Do -
- Handle end-user queries and support requests via email, chat, or ticketing systems.
- Support customers accessing ONMO services through telecom and other distribution partners.
- Troubleshoot and resolve customer concerns by coordinating with technical, product, and operations teams as needed.
- Track, document, and escalate unresolved issues while maintaining clear and empathetic communication with customers.
- Meet defined support SLAs and contribute to customer satisfaction targets.
- Maintain accurate support logs, FAQs, and resolution documentation for internal reference.
- Identify recurring issues and share insights to improve product quality and user experience.
- Support onboarding or guidance for platform users as needed.
- Participate in quality audits and contribute to process-improvement initiatives.
Work Schedule:
- This role requires flexibility to work in rotational shifts, including occasional weekends and night shifts, to ensure continuous support for our global user base.
- Ability to work outside standard business hours during product launches or high-traffic periods.
What We Are Looking For -
- 1–3 years of experience in customer support, client servicing, or technical helpdesk roles — preferably in gaming, telecom, OTT, or digital platform domains.
- Excellent verbal and written communication skills in English.
- Strong customer empathy and a service-oriented mindset.
- Strong ability to analyze, troubleshoot, and resolve user issues effectively.
- Experience working with CRM or ticketing tools such as Intercom, Helpshift, Zoho or Jira.
- Strong organizational skills and ability to handle multiple priorities under pressure.
Good-to-Have
- Exposure to gaming platforms, subscription services, or digital content ecosystems.
- Understanding of B2B client management and service-level agreements (SLAs).
- Working knowledge of data entry, Excel, or reporting tools for performance tracking.
- Familiarity with API or platform configuration support (basic technical understanding).
- Multilingual proficiency (e.g., Hindi, regional Indian languages, or international languages).
