Responsibilities:
Technical Support & Issue Resolution
- Handle client queries via WhatsApp, email, and Google Meet.
- Troubleshoot technical issues and escalate complex problems to the development team.
- Track and improve response times and customer satisfaction.
Self-Service & Knowledge Base Development
- Create FAQs, knowledge base articles, and video tutorials to assist clients.
- Develop structured documentation for common troubleshooting scenarios.
- Work with the Customer Success team to identify recurring issues and optimize self-service content.
Automation & Chatbot Implementation
- Implement and maintain a chatbot for instant responses to common queries.
- Analyze chatbot interactions to improve accuracy and effectiveness.
- Integrate automation tools with the existing support workflow.
Escalation & Support Optimization
- Design and document an escalation matrix for support tickets.
- Collaborate with internal teams to optimize issue resolution processes.
- Assist in setting up a ticketing system for structured query management.
Requirements:
- Strong verbal and written communication skills.
- Patience and a customer-centric attitude.
- Proactive approach in troubleshooting and improving support efficiency.
- Basic IT skills, including proficiency with MS Office, exposure to popular meeting tools and CRM systems.
- Ability to travel for client support when necessary.
- Previous experience in customer support or a related field is a plus.
Benefits:
- Competitive salary and performance-based bonuses.
- Opportunity to work with a dynamic and innovative team in a fast-growing startup environment.
- Chance to work directly with CXOs and set up the core business development vertical for the organisation.
- Continuous learning and development opportunities.