Customer Support Associate

Job Description

Roles & Responsibilities: Respond to customer questions in a timely, courteous, and professional manner via email, phone, or chat, ensuring excellent service delivery. Take ownership of customer-reported problems, investigate using available tools, and work towards fast and effective resolutions. Troubleshoot technical issues by testing scenarios and impersonating user actions where needed. Educate current and prospective users on Apptivo’s features, functionalities, and best practices to maximize their platform usage. Identify unresolved or complex issues and escalate them to the appropriate internal technical, engineering, or product teams. Create and maintain solution articles, how-to guides, and troubleshooting documentation to support both customers and internal staff. Collaborate with the Product, Engineering, Sales, and Marketing teams to relay customer feedback, feature requests, and bug reports. Gather customer feedback and monitor sentiment (including on social media) to ensure proactive support and continuous improvement. Log all interactions and technical issues using Apptivo’s internal ticketing system for organized tracking and reporting. Follow internal policies, shift schedules, and security protocols to ensure consistency and data confidentiality. Stay updated with weekly product releases, new features, and enhancements, and actively participate in team knowledge-sharing sessions. Track and report issues, risk areas, and client satisfaction metrics as required. What We’re Looking For (Requirements) Skills & Qualifications Excellent verbal and written communication skills in English. 1-2 years of experience in customer support role. Strong troubleshooting and analytical thinking abilities. Good understanding of SaaS platforms (CRM, ERP is a plus). Ability to multitask and prioritize in a fast-paced environment. Basic understanding of how web applications work (e.g., browsers, cookies, cache). Familiarity with customer support tools like ticketing systems and live chat. Detail-oriented with strong documentation and organizational skills. Willingness to work in rotational shifts, including weekends when required. JOB LOCATION: Madurai Job Features Job Category CUSTOMER SUPPORT Job Type Full Time Job Location Madurai