Job Title: Technical Support Executive (Fresher B.Tech Graduates preferred)
Location: Gurgaon, Sector 27 (On-Site)
About Cosmofeed
Cosmofeed is a creator-first platform offering tools and features that help content creators grow
and monetize their audiences. We're building the future of the creator economy - and you can be
part of our journey!
What you can expect to do in this role:
- Provide timely and accurate responses to customer inquiries via chat, email, and phone.
- Deliver outcomes to customers through the diagnosis and resolution of technical and account issues and guiding customers through workflow steps.
- Ensure that customer requests are handled effectively and escalated when necessary.
- Develop a deep understanding of Cosmofeed/SuperProfile products, including features, functionality, and best practices.
- Educate customers on product features, updates, and optimizations to help them fully realize the value of Cosmofeed features.
- Ensure a positive customer experience by handling interactions with professionalism, empathy, and attention to detail.
- Liaise between customers and internal teams, ensuring that customer concerns are addressed, and solutions are implemented.
- Contribute to the development of internal knowledge bases and FAQs for customer support teams.
- Keep customers informed about the status of their issues and provide regular updates on progress.
- Stay current on new product features, technologies, and industry trends to provide the best possible support.
- Participate in ongoing training sessions to improve service quality and technical knowledge.
- Identify opportunities for process improvements within the support team and help implement them.
- Assist in training new support associates on basic issues and knowledge.
- Other duties as assigned.
What we are looking for:
- Strong problem-solving abilities with a customer-first mentality.
- Excellent communication skills, both written and verbal.
- Basic technical knowledge and an aptitude for learning new software systems.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Empathetic and patient in dealing with customer issues.
- Highly organized, with attention to detail and accuracy.
- Self-motivated with a proactive approach to resolving customer issues.
- Passion for learning and staying up to date with the latest technologies and trends.
- Ability to collaborate effectively with technical and non-technical teams.
- Proficiency with CRM and support tools (e.g., ZohoDesk, Intercom, Whatsapp).
- Proficiency with basic troubleshooting methods and diagnostic tools.
- Ability to remain calm and professional under pressure.
- Bachelor's Degree in Engineering (preferred)
- Combination of relevant experience and education may be considered.
Join us, and let's create something amazing together!
