The Role:
As a Customer Support Analyst, you'll be the first point of contact for Aerchain's customers. You will be responsible for understanding issues, documenting them clearly, coordinating with internal teams, and ensuring timely resolution.
This role blends communication, analytical, and coordination skills. It is ideal for someone who loves solving problems, working cross-functionally, and creating a positive customer experience.
Responsibilities
- Customer issue handling - Respond to customer queries or issues via email, chat, or ticketing system; log them accurately with all necessary details.
- Issue diagnosis & documentation - Identify whether the issue is functional, technical, or configuration-related; document clearly for handoff to internal teams.
- Internal coordination - Collaborate with product consultants, implementation, and engineering teams to ensure timely investigation and resolution.
- Status tracking & communication - Monitor ticket progress, follow up with owners, and keep customers informed on resolution timelines and updates.
- Knowledge base maintenance - Contribute to FAQs, troubleshooting guides, and internal knowledge repositories to improve first-response effectiveness.
- Continuous improvement - Analyze recurring issues and share insights with delivery and product teams to drive product improvements and efficiency.
- Shift flexibility - The role currently operates on a general/standard shift; however, candidates must be willing to work alternate shifts as business needs require. This may include early mornings, evenings, nights, weekends, or rotating shifts. Shift assignments will be communicated in advance.
- Customer travel & on-site support - Willingness to travel to customer locations if required. Certain engagements may demand extended on-site presence (multi-day or multi-week assignments). Candidates should be prepared to work from customer sites for prolonged periods when necessary.
Qualifications
- Bachelor's degree in Business, Engineering, Computer Science, or related field.
- Freshers or up to 1 year of experience
- Curiosity to learn SaaS platforms, integrations, and enterprise workflows.
- Excellent written and verbal (in English) communication skills
- Strong analytical, problem-solving, and documentation skills.
- Proficiency in Microsoft Office/Google Workspace and basic comfort with tools for project management
- Bonus: Familiarity with procurement processes, Agile/Scrum, or BI dashboards
If interested, please apply using this form we'll screen and reach out to shortlisted candidates: Click here to apply
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