Customer Support (Remote)
6 hours Shift
Shift time – 6:30 pm to 12:30 am IST
Monthly Gross – Rs 30,000/-
What You'll Be Doing:
- Serve as the primary point of contact for our client, ensuring they receive top-notch support.
- Adopt a customer-first approach to effectively address and resolve inquiries, challenges, and
concerns, ensuring a seamless experience for every client.
- Respond promptly to customer inquiries via Intercom, adhering to SLA timelines.
- Troubleshoot and resolve issues, providing clear, user-friendly guidance.
- Collaborate with the Product and Engineering teams to tackle complex issues and escalate
when needed.
- Diagnose and differentiate between product-related and non-product issues, ensuring
accurate information is provided to customers. Create bug tracking and feature request
- tickets as needed to support ongoing improvements.
- Maintain high customer satisfaction by delivering responsive, efficient, and friendly support.
- Identify gaps in technical documentation and create knowledge base articles to empower
- users to self-serve.
- Continue building the internal support playbook based on the most up-to-date internal
processes.
Enterprise Support:
- Deliver exceptional, customer-first service to our highest-priority enterprise clients,
addressing their needs with accuracy and efficiency across all support channels.
- Serve as a subject matter expert, delivering high-quality assistance within an accelerated SLA
for premium accounts.
- Support the customer onboarding journey, ensuring seamless transitions and consistent
satisfaction.
Qualifications:
- 2-5 years of experience in Customer Support, or a related role such as
Implementation/Professional Services in SaaS.
- Strong experience writing knowledge base or help articles to assist users.
- Excellent written and verbal communication skills.
- Proven problem-solving abilities with a customer-first approach.
- Ability to multitask and thrive in a fast-paced environment.
- Familiarity with tools like Intercom, Slack, Notion, and Stripe is a plus.
- Willingness to work in the EST timezone.
