Customer & Technical Support

Key Responsibilities:

• Provide tier 1 support to customers via voice, chat, and email for product usage, setup, or issue resolution.
• Understand customer problems and guide them through step-by-step troubleshooting.
• Escalate unresolved technical issues to Level 2 or product teams when needed.
• Track, manage, and resolve support tickets using CRM or helpdesk tools (e.g., Zendesk, Freshdesk, Salesforce).
• Stay updated on product knowledge, feature updates, and FAQs.
• Achieve SLAs, CSAT scores, first contact resolution, and other key performance indicators.
• Maintain records of customer interactions with clear documentation.

Skills & Qualifications:

• Education: Any graduate (preferably in IT, CS, BBA, B.Com, or equivalent).
• Experience: 03 years in customer support / technical support roles (freshers welcome with strong communication and learning mindset).
• Communication:
• Fluent spoken and written English (neutral or global accent).
• Strong listening and problem-solving skills.

Technical Skills (Preferred but Not Mandatory):

• Basic knowledge of Windows, Mac, browsers, internet connectivity, mobile devices, etc.
• Understanding of software applications, SaaS tools, or web platforms.
• Experience with helpdesk or CRM tools is a plus (e.g., Zoho Desk, Intercom, Jira).