Customer Support Analyst

Job Description

Hiring Alert: Customer Support Analyst Wanted! Are you passionate about building a team of Service First-driven individuals who want to exceed expectations? If you're a builder, problem solver, and love the fast pace of a startup, its time for you to apply now! Role: Customer Support Specialist Job Location: Hyderabad Work mode: Onsite (Hybrid) Rotational Shifts Key Responsibilities: - Maintain high customer satisfaction, focusing on providing the best customer support - Interact with customers via phone, chat, and email to proficiently troubleshoot and resolve basic issues - Accurately capture case notes and manage cases for clear, concise, and actionable resolution - Quickly identify complex issues and gather information to escalate to senior support team members - Author, edit, and publish quality Knowledge Base content to improve self-service resources - Accurately link and categorize cases to inform root cause analysis - Support job seekers and applicants on using our marketplace platform - Experience with an international company is a plus - Work within defined SLAs, analyze critical client issues, and handle time-sensitive projects - Should be okay working on rotation and weekend shifts (24/7 coverage) - Able to handle projects individually and invest time in learning the product About You: - 2+ years of applicable experience in product-led customer support - Detail-oriented especially while troubleshooting client issues - Ability to communicate concisely and impactfully with clients and internal stakeholders - Strong verbal and written communication skills - Experience in handling client calls is an advantage