Associate - Customer Support

Company

• Respond to customer inquiries and technical support tickets via email and chat within defined SLAs.
• Troubleshoot software configuration, integration, and functionality-related issues with logging in Jira/HubSpot.
• Perform initial triage and categorize tickets by complexity and issue type.
• Handle 15 to 20 tickets per day with First Response Time target less than 30 minutes.
• Collaborate with Product and Engineering teams on bugs and feature requests.
• Contribute to documentation, troubleshooting guides, and FAQs.

• Night Shift on Rotation

• Provide continuous support during night/early morning hours. Maintain detailed ticket handoff notes for the next shift.
• Participate in process improvement initiatives (AHT reduction, CSAT enhancement).
• Operational Excellence - Meet productivity benchmarks:
• AHT: 25 to 35 minutes
• FCR: 40%+
• CSAT: 90%+

• Stay updated on platform features and product enhancements through regular training.

Required Skills

• Bachelor's degree with 2 to 3 years of relevant work experience.
• Problem-solving and logical troubleshooting ability.
• Multitasking and time-management skills to handle multiple tickets or calls.
• Basic technical aptitude to understand product features and common issues.
• Familiarity with HubSpot and customer support tools (e.g., helpdesks, ticketing systems)
• Customer-first mindset with a focus on delivering high-quality service

If this role sounds exciting, challenging, and interesting, then we look forward to hearing from you.

All aspects of employment at Engagedly are based on merit, competence, and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Engagedly is proud to be an equal-opportunity employer.

To learn more about Engagedly, visit: https://engagedly.com/