Support Associate

M360 Research

2 - 7 years

4 - 9 Lacs

bengaluru

Posted:3 days ago| Platform:

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Skills Required

freshdesk project management chat process customer service market research artificial intelligence customer support sql zendesk technical support java productivity written communication saas chat microsoft windows email support communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Including, but not limited to, the following:

Provide professional, high-quality support to M3 Panel members / non-members via email, live chat, phone, and ticket-based communications.
Work efficiently across multiple systems to investigate, troubleshoot, and resolve inquiries or complaints, offering appropriate solutions and alternatives.
Collaborate effectively with India, US and EU Operations/Project Management teams to address project-specific issues while balancing user advocacy and company objectives.
Handle alPreparationl inquiries in accordance with company policies, maintaining expected outcomes, resolution times, and communication standards.
Build and maintain strong relationships with panel members through timely, empathetic, and professional communication.
Contribute to continuous improvement by providing feedback on support processes, communication templates, and system enhancements.

Qualifications

Minimum 2+ years of direct customer service experience, preferably in a professional or office environment. Experience in market research, SaaS, or tech support is a plus.
Proven experience providing chat and phone-based customer support preferred.
Ability to defuse tense situations while remaining calm, empathetic, and solution oriented.
Excellent verbal and written communication skills; consistently maintain a professional and courteous demeanor.
Strong multitasking ability capable of managing multiple chat, phone, or ticket interactions efficiently.
Highly organized with exceptional attention to detail, time management, and follow-through.
Analytical and resourceful problem solver who presents issues clearly and suggests actionable solutions.
Self-motivated and able to work both independently and collaboratively to achieve department goals.
Fluent in English.
Adaptable, flexible, and comfortable working in a fast-paced, evolving environment.
Bachelors degree required.

Preference for:

Prior experience in customer support, panel management, or market research projects.
Working knowledge of Zendesk / Freshdesk (Agent or Admin level) preferred.
Familiarity with AI-powered translation tools (e.g., Language I/O) is a plus.
Proficient in Microsoft Office and other productivity tools.
Quick learner with strong technical aptitude and comfort using multiple systems simultaneously.
A genuine interest in customer support and delivering excellent user experience.

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