Senior Associate Customer Support

Credgenics is Indias first of it's kind NPA resolution platform backed by credible investors including Accel Partners and Titan Capital. We work with financial institutions, Banks, NBFCs & Digital lending firms to improve their collections efficiency using technology, automation intelligence and optimal legal routes in order to facilitate the resolution of stressed assets. With all major banks and NBFCs as our clients, our SaaS based collections platform helps them efficiently improve their NPA, geographic reach and customer experience. What you'll do: Single point of contact for customers technical issue Analyze, track and resolve customer issues in a prompt manner to ensure the highest level of client satisfaction. Troubleshoot technical issues to establish the root cause of problems and form a solution. Cross-collaboration with Internal teams (Success, Engineering/Product and Sales) Reproduce customer issues and if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation. Provide documentation content and participate in online forum support for real-time Provide prompt and accurate feedback to customers Refer to internal databases or external resources to provide accurate technical solutions. Ensure all issues are properly logged follow the case management process. Prioritize and manage several open issues at one time. Maintain a deep understanding of product features, architecture, technical components and application functionality. Proven ability to mentor and display leadership and ownership of issues. Communicate clearly and effectively with customers, fellow support team members, the development and executive team. KPIs: First call resolution, Open case aging, average resolution days, CSAT, knowledge creation etc. What we're looking for: Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role Knowledge of MS-SQL/Postgres, APIs, Excel, Log Analysis and Dialer. Hands-on experience with Windows/Linux/Mac OS environments Good understanding of computer systems, mobile devices, and other tech products Ability to diagnose and troubleshoot basic technical issues. Familiarity with remote desktop applications and help desk software (e.g., Zendesk) Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal BS degree in Information Technology, Computer Science or a relevant field Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus. Experience: 1-3 Years (Preferred B.Tech)