Customer Support Representative

Key Responsibilities

• Act as the main liaison between customers, the support team, and the product development team.
• Respond to customer queries and service requests in a timely, professional, and customer-focused manner.
• Develop and maintain strong customer relationships through effective networking and communication.
• Gain an in-depth understanding of the company’s products and services to resolve customer issues efficiently.
• Assess customer needs and potential, and recommend suitable subscription plans or services.
• Maintain accurate and up-to-date customer records on a daily basis.
• Analyze customer requirements and provide the most appropriate solutions.
• Review, suggest, and implement process improvements to enhance service quality and efficiency.
• Provide user training, onboarding, and initial hand-holding support.
• Handle customer queries and complaints professionally, ensuring a positive customer experience.
• Follow up with customers regarding subscription renewals and ongoing support.
• Conduct product demonstrations and presentations for customers and prospects.
• Support the implementation and improvement of internal processes and procedures to ensure service-focused deliverables.
• Actively troubleshoot, identify, assess, document, resolve, and/or escalate incidents and service requests within defined timelines and processes.
• Deliver first-line support through the Service Desk by handling incidents and service requests via phone, email, intranet, or other channels.
• Update incidents and tickets with detailed and relevant information in a timely manner.
• Provide regular updates to customers regarding specific incidents and manage tickets through to resolution.
• Escalate incidents as required, in line with the company’s escalation procedures.
• Ensure all Customer Service Level Agreements (SLAs) are met or exceeded.
• Document all customer interactions accurately on the customer’s account in the prescribed format.
• Ensure strict adherence to customer confidentiality and data protection standards at all times.

Qualifications & Experience

• BE / BTech , or BCA.
• 1–3 years of experience in a customer-facing role within the technology sector.
• Strong understanding of web technologies, SaaS platforms, and data protection principles.

Excellent customer service and communication skills.

Job Type: Full-time

Pay: ₹15,000.00 - ₹30,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Work from home

Work Location: In person