Job Responsibilities:

Customer Interaction

Respond to customer queries via phone, email, live chat, or support tickets.

Maintain a professional, courteous, and empathetic tone in all communications.

Issue Logging and Categorization

Accurately log all customer interactions and issues in the support system (e.g., Zendesk, Freshdesk, Salesforce).

Categorize and prioritize issues based on urgency and type.

Basic Troubleshooting

Provide first-level support for common technical or service-related issues.

Follow standard operating procedures (SOPs) to guide customers through basic troubleshooting steps.

Escalation Handling

Escalate unresolved or complex issues to Level 2 (L2) or technical teams, while providing all relevant background and context.

Ensure proper follow-up and communication until the issue is resolved.

Product/Service Knowledge

Maintain up-to-date knowledge of company products or services.

Stay informed about product updates, common issues, and resolutions.

Documentation

Create or update knowledge base articles and FAQs based on common customer inquiries and resolutions.

Document resolutions for internal knowledge sharing.

Customer Feedback

Collect and report customer feedback and suggestions.

Contribute to improvements in customer service based on trends or repeated issues.

SLAs and KPIs

Adhere to service level agreements (SLAs) and meet key performance indicators (KPIs), such as response time, resolution time, and customer satisfaction scores.

Key Requirements:

1–2 years of experience in relevant role.

Good communication skills in English, Hindi and Bengali