Role & responsibilities

Customer Support

- Handle inbound calls from US-based customers and drivers.
- Provide prompt, courteous, and professional support.
- Assist customers in using the application effectively.
- Guide users through application features and workflows.
- Resolve common application issues during the first interaction whenever possible.
- Educate customers on product functionality and best practices.

Incident Management

- Log customer issues accurately in the ticketing system.
- Classify and prioritize incidents based on business impact.
- Escalate unresolved issues to Product, QA, or Engineering teams.
- Follow up with customers until issues are resolved.
- Maintain complete documentation of all interactions.

Application Support

- Assist customers with:
- Login and account access issues
- Password resets
- Application navigation
- Data entry questions
- Feature usage
- Error messages
- Mobile application support
- Basic troubleshooting

Customer Communication

- Respond to customer queries via:
- Phone
- Email
- Chat (if applicable)

- Maintain a qualified and positive attitude during every interaction.
- Communicate technical information in simple, customer-friendly language.
- Keep customers informed about ticket status and resolution timelines.

Collaboration

- Work closely with Product, QA, and Development teams.
- Report recurring customer issues and trends.
- Share customer feedback to improve the product.
- Participate in internal knowledge-sharing sessions.

Documentation

- Maintain accurate support tickets and customer records.




- Update internal knowledge base with common solutions.
- Prepare daily and weekly support summaries as required.

Preferred candidate profile

Required Skills

- Excellent spoken and written English with a neutral accent.
- Strong verbal communication and active listening skills.
- Experience handling US voice support processes.
- Ability to remain calm and professional under pressure.
- Strong customer service orientation.
- Positive troubleshooting and analytical skills.
- Ability to multitask while handling customer conversations.
- Good typing and documentation skills.
- Basic computer proficiency and familiarity with web-based applications.

Preferred Experience

- 2 to 6 years of experience in:
- Customer Support
- Technical Support
- Help Desk
- Service Desk
- Application Support
- Voice Process (US Process)

- Prior experience supporting SaaS or web/mobile applications is preferred.
- Experience in logistics, transportation, fleet management, or similar domains will be an added advantage.

Preferred Tools

Experience with any of the following is a plus:

- Jira Service Management
- Zendesk
- Freshdesk
- Zoho Desk
- Salesforce Service Cloud
- Microsoft Teams
- CRM or Ticketing Systems

Personal Attributes

We are looking for someone who:

- Is customer-focused and empathetic.
- Has excellent interpersonal skills.
- Communicates confidently with US customers.
- Can think logically and solve problems quickly.
- Works well independently and as part of a team.
- Is dependable, punctual, and accountable.
- Has a positive attitude and willingness to learn.

📌 Customer Support Executive US Process Voice Support (Hyderabad)
🏢 Kodecorp
📍 Hyderabad