Chat Support Agent
Location: Gurgaon (On-site)
Employment Type: Full-time
About us
QuickReply.ai is a cutting-edge WhatsApp Marketing Automation Platform designed for E-commerce stores. In just 18 months, we've onboarded 700+ paying customers globally and achieved a 15x revenue growth. As the world shifts from email and SMS to WhatsApp for business communication, QuickReply.ai is uniquely positioned to become a category-defining company.
Founded by IIT-Delhi alumni with deep industry experience, we raised seed funding in April 2023 and are now scaling our 35-member team to 50+ as we continue our growth journey.
Job Overview
We are looking for proactive and detail-oriented enthusiasts to join our team. As a Support Operations Specialist, you will be responsible for managing the initial touchpoints of customer inquiries, providing initial debugging and checks, and ensuring timely responses and resolutions. Your role will require technical expertise, strong communication skills, and a focus on meeting customer commitments effectively.
Key Responsibilities
- Customer Inquiry Management: Act as the first point of contact for customer inquiries received through various written and oral channels, including chat, call, and email, in alignment with the responsibilities outlined by the Customer Success Managers.
- Communication: Communicate effectively ensuring clarity, professionalism, and empathy in all interactions.
- ETA Sharing: Provide customers with realistic and timely estimates for issue resolution, updating them on progress as necessary to manage expectations effectively.
- Timely Resolution: Prioritize and resolve customer issues within established timeframes, ensuring commitments are met and customers are satisfied with the resolution.
- Information Gathering: Gather relevant information from customers to understand their needs and the nature of their inquiries, asking probing questions as needed to obtain complete information.
- Technical Troubleshooting: Demonstrate proficiency in understanding and troubleshooting technical issues, to provide accurate initial assessments and debugging support.
- Documentation: Document customer interactions, including inquiries, responses, and resolutions, in a clear and organized manner for future reference and analysis.
- Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices to enhance the efficiency and effectiveness of the support operations team, reflecting the commitment to continuous improvement.
Requirements
- Strong technical aptitude with the ability to understand and troubleshoot technical issues.
- Excellent written and oral communication skills, with a keen attention to detail.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Strong problem-solving skills and a commitment to delivering high-quality customer service.
- Experience with CRM systems and support ticketing platforms is a plus.
