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 professional and positive attitude during every interaction.
- Communicate technical information in straightforward, 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 o

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