As a Customer Support Agent, Your core job will be to respond to emails and resolve queries. Our vision is to be recognized as the go-to destination for our users for support, drive long-term loyalty and advocacy among our user base.
What you bring in:
- 4-6 years experience of customer support, preferably for mobile/technical products
- Excellent English Communication skills, both verbal and written
- Experience with support platforms such as Zendesk, Freshdesk or similar software.
- Email support is a must, the majority of our customer support tickets are email based.
- Knowledge of other languages is a big plus (especially Hindi)
- Able to approach problems with logical thinking and a strategic mindset, considering both the details and the broader context.
- Experience in effective time management and multitasking abilities
- Troubleshoot complex product issues, manage escalations when necessary to ensure timely resolution. Collaborate with cross-functional teams to identify and resolve product bugs and enhance product usability
- Able to analyze data and create effective reporting summaries.
The impact you will create:
- This position will mainly include working on emails primarily and other communication channels. Find bugs and trends reported by our users proactively to fuel faster resolution.
- The main focus will be to increase efficiency, and stay within the given TAT. You will learn how the Truecaller App works and also be involved in creating JIRAS for the issues that have been raised.
- A customer support agent with a technical background, responsible for assisting users via email, undertakes various key tasks. These include promptly addressing user inquiries and concerns, offering troubleshooting guidance, and employing problem-solving skills to resolve issues efficiently.
- Cultivate a deep understanding of the companys products or services to provide accurate assistance, create and update documentation to aid users and educate customers on product usage. The agent escalates complex issues as needed and ensures quality responses while gathering feedback for continuous improvement.
- Stays updated on product features and industry trends, monitor performance metrics (CSAT and FRT), collaborate with team members, and contribute to a positive overall customer experience.
It would be great if you also have:
- Prior startup experience
- Team player
- Initiative taking/proactive approach
What we offer:
- A smart, talented and agile team: An international team where 35 nationalities are working together in several locations and time zones with a learning, sharing and fun environment.
- A great compensation package: Competitive salary, 30 days of paid vacation, flexible working hours, private health insurance, parental leave, telephone bill reimbursement, Udemy membership to keep learning and improving and we'llness allowance.
- Great tech tools: Pick the computer and phone that you fancy the most within our budget ranges.
- Do it your way : We work in-office on Tuesdays, Wednesdays and Thursdays with flexibility on the other days.
- Office life: Enjoy your days with breakfast, lunch and a wide range of yummy snacks and beverages, and have fun at our playroom! As we'll, exciting company parties and team activities such as Lab days, Running team, Geek lunch
