Customer Support Intern

Job Title: Customer Support Intern

Location:

Department:

Stipend

Customer Support Intern

Key Responsibilities:

• Customer Issue Resolution: Respond to customer inquiries and technical questions via email, chat (Slack), and calls (Google Meet) with accuracy and empathy.
• Serve as the primary contact point for assigned customers, managing escalations, walkthroughs, and technical guidance.
• Troubleshooting: Investigate and solve common and recurring user issues related to our platform, including integrations with tools like HubSpot and Fresh sales.
• Escalation & Collaboration: Escalate complex technical problems to the Engineering and Product teams with clear, detailed documentation (including screenshots and logs).
• Balance technical precision with customer empathy to deliver solution-oriented communication suited to business use cases.
• Ticket Management: Use our ticketing system (HubSpot) to manage, track, and prioritize all incoming support requests, ensuring timely resolutions.
• Documentation: Assist in building and maintaining the customer Help Centre by writing clear, easy-to-understand help articles, FAQs, and troubleshooting guides.
• Product Expertise: Quickly gain a strong understanding of the FreJun platform to confidently guide users and provide effective solutions.
  

Required Skills & Qualifications:

• Excellent Communication: Strong verbal and written communication skills with the ability to explain technical details in simple terms.
• Problem-Solving: Strong analytical and troubleshooting skills with great attention to detail.
• Empathy and Patience: A customer-first mindset with patience and a positive attitude for handling customer concerns.
• Willingness to Learn: Eagerness to learn about our product, technology, and customer relationship management (CRM) workflows.
• Technical Comfort: Basic comfort with technology, browser extensions, and analyzing simple technical information (like error messages) is a plus.
  

Tools & Platforms Used:

• HubSpot or any CRM – Ticket management and client communication.
• Slack – Internal and external client coordination.
• Notion – Documentation and process tracking.
• Google Meet – Client calls, walkthroughs, and support sessions.
  

What We Offer:

• Real-World Experience: Hands-on exposure to customer support in a fast-growing tech (SaaS) environment.
• Hands-on Training: Practical training on key support tools (like HubSpot and Slack) and deep product knowledge.
• Growth Opportunity: A supportive, learning-driven, and friendly work culture.
• Full-Time Potential: Potential opportunity for full-time employment based on performance at the end of the internship.