Support Associate- Client Success

Job Title:

Location:

Department:

Company:

About OnGrid:

OnGrid is one of India’s leading background verification and trust platforms, enabling businesses to make informed decisions through seamless, technology-driven solutions. We empower companies with digital verifications, API integrations, and secure data infrastructure to build trust faster and more efficiently.

Key Responsibilities:

• Ticket Management:

• Resolve and close client and internal tickets raised via Freshdesk within the defined turnaround time (TAT). Ensure high-quality and timely responses.

• Call Handling:

• Manage inbound and outbound IVR calls with a professional and customer-first approach. Address queries, follow up on issues, and escalate where needed.

• Data & Tracker Management:

• Maintain, update, and monitor key trackers and operational reports using Google Sheets to ensure visibility and accountability.

• Internal Coordination:

• Collaborate with internal teams to escalate and resolve critical issues. Share real-time updates and ensure smooth information flow across teams.

• Email & Ticket Responses:

• Respond to routine client queries via email and Freshdesk tickets, ensuring accurate and helpful communication.

• Issue Flagging & Process Improvement:

• Identify and flag recurring issues or client pain points. Proactively suggest improvements in support processes and client experience.

Requirements:

• 1-2 years of experience in customer support or service roles (preferably in a SaaS or tech-enabled environment)
• Familiarity with Freshdesk, Google Sheets, and ticketing systems
• Excellent communication skills (written and verbal)
• Strong problem-solving attitude with a customer-centric mindset
• Ability to multitask and handle work in a fast-paced environment
• Bachelor’s degree preferred