Technical Support Executive

Job Title: Technical Support Executive (Fresher B.Tech Graduates preferred)

Location: Gurgaon, Sector 27 (On-Site)

About Cosmofeed

Cosmofeed is a creator-first platform offering tools and features that help content creators grow

and monetize their audiences. We’re building the future of the creator economy - and you can be

part of our journey!

What you can expect to do in this role:

• Provide timely and accurate responses to customer inquiries via chat, email, and phone.
• Deliver outcomes to customers through the diagnosis and resolution of technical and account issues and guiding customers through workflow steps.
• Ensure that customer requests are handled effectively and escalated when necessary.
• Develop a deep understanding of Cosmofeed/SuperProfile products, including features, functionality, and best practices.
• Educate customers on product features, updates, and optimizations to help them fully realize the value of Cosmofeed features.
• Ensure a positive customer experience by handling interactions with professionalism, empathy, and attention to detail.
• Liaise between customers and internal teams, ensuring that customer concerns are addressed, and solutions are implemented.
• Contribute to the development of internal knowledge bases and FAQs for customer support teams.
• Keep customers informed about the status of their issues and provide regular updates on progress.
• Stay current on new product features, technologies, and industry trends to provide the best possible support.
• Participate in ongoing training sessions to improve service quality and technical knowledge.
• Identify opportunities for process improvements within the support team and help implement them.
• Assist in training new support associates on basic issues and knowledge.
• Other duties as assigned.

What we are looking for:

• Strong problem-solving abilities with a customer-first mentality.
• Excellent communication skills, both written and verbal.
• Basic technical knowledge and an aptitude for learning new software systems.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Empathetic and patient in dealing with customer issues.
• Highly organized, with attention to detail and accuracy.
• Self-motivated with a proactive approach to resolving customer issues.
• Passion for learning and staying up to date with the latest technologies and trends.
• Ability to collaborate effectively with technical and non-technical teams.
• Proficiency with CRM and support tools (e.g., ZohoDesk, Intercom, Whatsapp).
• Proficiency with basic troubleshooting methods and diagnostic tools.
• Ability to remain calm and professional under pressure.
• Bachelor's Degree in Engineering (preferred)
• Combination of relevant experience and education may be considered.
  

Join us, and let's create something amazing together!