We are looking for Customer Service Associates to be the front line for our customers. This role will handle inbound questions, troubleshoot issues, and ensure customers have a smooth experience using our product. You will work closely with Product, Program and Engineering teams to resolve issues and improve customer experience.
Core Responsibilities
Customer Support:
-
Respond to customer inquiries via email, chat, and ticketing tools.
-
Triage, troubleshoot, and resolve product issues.
-
Escalate complex technical problems to engineering with clear documentation.
-
Follow up with customers to ensure issues are fully resolved.
Customer Experience:
-
Maintain a high level of empathy and professionalism in all interactions.
-
Identify recurring issues and suggest improvements to reduce support volume.
-
Create and update help center articles, FAQs, and support documentation.
Operations & Process:
-
Track support metrics (response time, resolution time, CSAT).
-
Help build and improve support workflows and playbooks.
-
Collaborate with Product/Engineering to share customer feedback.
Required Skills & Qualifications
Must-Have:
-
1–3 years of customer support or customer-facing experience
-
Excellent written and verbal communication skills.
-
Strong problem-solving and troubleshooting ability.
-
Highly organized and detail-oriented.
-
Comfortable working in a fast-paced, ambiguous workplace.
Nice-to-Have:
-
Experience with ticketing tools.
-
Experience working with customers in construction / finance.
-
Basic technical skills (SQL, APIs, or debugging workflows)
-
Experience creating help center or knowledge base content.
📌 Customer Service Associate (India)
🏢 SID Global Solutions
📍 India
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.