Customer Support Associate

Customer Support Associate| Pune (Remote, but Pune-based candidates)

About Vieu: Founded in 2022, Vieu helps sales teams targeting large enterprises close deals faster.

Why Vieu:

• At Vieu, we thrive on outcomes, adaptability and role flexibility, with each initiative posing new challenges and testing hypotheses. Atthis stage, teams are more focused on outcomes rather than process given the absence of rigid guidelines. Such dynamic environmentsharpens your ability to respond to change on the fly, fostering problem-solving skills beyond traditional roles.
• Offers independence and a flexible schedule.
• Opportunity to work with (and learn from) the Co-founders who come with variety of experience from company building to sales to tech. Both the Cofounders have had successful startup exits prior to starting Vieu.
• Financially robust, having secured $11 million+ in funding from prominent investors.

Key Responsibilities

• First Point of Contact for Customers.
• Serve as the firstresponder to all customer inquiries, ensuring timely, accurate, and helpful resolutions to product-related questions.
• Take FullOwnership of Customer Requests.
• Address and resolve incoming productsupport tickets, ensuring each customer interaction is handled with complete ownership from start to finish.
• Product Expertise & Troubleshooting.
• Develop a deep understanding of the Vieu product, enabling you to troubleshoot common issues and provide clear, step-by-step guidance to customers.
• Maintain Customer Satisfaction.
• Ensure all customer issues are resolved promptly and proactively follow up on open requests to ensure complete satisfaction.
• Collaborate with Internal Teams.
• Work closely with Customer Success, Product, and Engineering teams to relay feedback and ensure advanced issues are resolved at the product level.
• Provide Self-Service Resources.
• Create and update knowledge base articles, FAQs, and other self-service resources to enable customers to troubleshoot and resolve issues independently.
• Document Support Interactions.
• Keep detailed records of customer interactions and requests, ensuring all supporttickets are logged and tracked for follow-up and reporting.
• Be Proactive in Identifying Common Issues.
• Use patterns from customer inquiries to identify recurring issues and work with relevant teams to address them proactively.

Qualifications

• Experience in Customer Support - 1-2 yrs of experience in a customer support or service role, particularly in a B2B or tech-focused environment.
• Strong Ownership & Responsibility - Proven ability to take full ownership of customer support tickets and product-related requests with attention to detail and a problem-solving mindset.
• Product Understanding - Ability to learn and master the Vieu product and its features quickly, with a focus on resolving customer issues independently.
• Excellent Communication Skills- Strong verbal and written communication skills with the ability to clearly explain complex product details and troubleshooting steps to customers.
• Proactive & Customer-Focused - Ability to anticipate customer needs and provide proactive solutions that help customers use the product more effectively.
• Ability to Work Independently - Self-starter with the ability to manage multiple tickets and prioritize tasks effectively without constant supervision.
• Time of Availability - Available to work during the hours of 8:00 AM to 8:00 PM EST (which translates to 5:30 PM to 5:30 AM IST) to provide full-time customer support across different time zones.
• Bachelor’s Degree in Business, Communications, or a related field is preferred.

Hiring Process:

1. General Introductory Round

2. Technical Knowledge Round

3. Assignment Round

4. Offer Discussion

5. Offer Rollout

Job Type: Full-time

Pay: ₹25,000.00 - ₹50,000.00 per month

Work Location: In person