Customer Support Executive

Job Role: Customer Relationship Support (On 1 Year Contract)

Experience Required: 1to 3 Years

Job Location: Noida Sector 16

About Times Internet:

At Times Internet, we create premium digital products that simplify and enhance the lives of millions. As India's largest digital products company, we have a significant presence across a wide range of categories, including News, Sports, Fintech, and Enterprise solutions.

Our portfolio features market-leading and iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, Times Card, Indiatimes, Whatshot, Abound, Willow TV, Techgig and Times Mobile among many more. Each of these products is crafted to enrich your experiences and bring you closer to your interests and aspirations.

As an equal opportunity employer, Times Internet strongly promotes inclusivity and diversity. We are proud to have achieved overall gender pay parity in 2018, verified by an independent audit conducted by Aon Hewitt.

We are driven by the excitement of new possibilities and are committed to bringing innovative products, ideas, and technologies to help people make the most of every day. Join us and take us to the next level!

About Times Of India:

TOI is India's largest and most influential news publisher in English. We inform and actively engage you to drive progress at a local and national level. We bring you the latest news, analysis and videos across current affairs, business, entertainment, sports, lifestyle and culture everyday.

Job Role:

• Monitor and manage incoming customer support tickets in Freshdesk.
• Categorize and assign tickets to the appropriate teams.
• Handle customer queries related to subscriptions, login issues, payments, account access, and content-related concerns.
• Make outbound calls to customers for issue resolution, feedback collection, subscription assistance, and ticket follow-ups.
• Follow up on pending tickets and ensure timely closures.
• Coordinate with internal teams for resolution of customer concerns.
• Maintain daily, weekly, and monthly support reports.
• Support backlog reduction initiatives and operational activities.
• Ensure adherence to defined customer service standards and response timelines.
• Good written and verbal communication skills.
• Comfortable interacting with customers over calls and emails.
• Basic knowledge of MS Excel and Google Sheets.
• Must have experience work with customer support tools and CRMs Freshdesk.
• Strong attention to detail and organizational skills.
• Ability to learn quickly and work in a fast-paced environment.