Customer Support Specialist

About Us:

• Be part of a growing technology company transforming how businesses operate.
• Work on live software products used by real businesses across India and international markets.
• Gain exposure to business operations, product development, and customer success.
• Work closely with the Founder’s Office and gain direct exposure to product strategy and client success..
• Accelerate your learning curve in a culture that values innovation, ownership, and continuous growth.
• Grow in a culture that values innovation, problem-solving, accountability, and continuous learning.

Role Description:

What you'll actually do:

• Handle customer queries through phone, email, and other communication channels, providing timely and professional support.
• Investigate technical issues, reproduce bugs, analyse application behaviour, and identify root causes.
• Work with SQL queries to investigate data discrepancies, validate records, and troubleshoot database-related issues.
• Understand API requests and responses to investigate application errors and integration issues.
• Guide customers through solutions while ensuring their underlying problems are properly addressed.
• Collaborate with developers to resolve complex issues and verify that fixes work as expected.
• Configure and improve product workflows to meet customer-specific business requirements.
• Identify recurring customer problems and turn them into actionable product enhancements.
• Track support tickets, document investigations, maintain clear records, and proactively follow up until resolution.
• Work closely with the Founder’s Office, engineering, and product teams to improve product reliability and customer experience.
• Take end-to-end ownership of issues, from initial investigation to resolution and follow-up.

Must Have Skills:

• Strong technical aptitude and analytical problem-solving skills.
• Working knowledge of SQL and databases; SQL Server experience is a plus.
• Understanding of APIs, HTTP requests/responses, and frontend-backend interactions.
• Familiarity with React, TypeScript, .NET, or C# is an advantage.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and collaborate across technical and business teams.
• A proactive mindset, attention to detail, and willingness to take ownership in a fast-paced startup environment.