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 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.
Solid 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