Job Title: Analyst/Associate (Helpdesk), Customer Success Operations

Department: Customer Success

Location: Pune

Role overview

the first point of contact for addressing support tickets raised by our customers' employees,

ensuring prompt and effective resolution of B2B and B2C queries. You will play a critical role in delivering exceptional support, enhancing customer satisfaction, and contributing to the overall

performance of our helpdesk and support desk operations. Your goal: ensure high satisfaction,seamless resolutions, and mínimal ticket reopening.
Key Responsibilities:
Ticket Management:
- Manage and respond to queries received through the helpdesk mailbox using ticket

management tools.
- Prioritize, categorize, and resolve support tickets efficiently and effectively, ensuring

adherence to Process and SLAs.

Customer Query Resolution:
- Address customer admin and employee queries related to equity management processes

with clarity and accuracy.
- Draft skilled and customer-friendly responses to minimize ticket reopening after

resolutions.

Communication:




- Liaise with internal teams to resolve complex queries and provide timely updates to

customers and their employees.
- Communicate clearly and confidently in English, ensuring customer satisfaction at every

touchpoint.

Documentation s Reporting:
- Maintain detailed records of all support interactions, resolutions, and follow-ups in the

ticketing system.
- Generate and share periodic helpdesk performance reports with the leadership team.

Process Improvement:
- Analyze recurring issues and work with internal stakeholders to improve workflows and

reduce ticket volumes.
- Suggest enhancements to FAQs, knowledge bases, and automated responses for

efficiency.

Helpdesk Ownership:
- Ensure the overall performance of the helpdesk in terms of ticket resolution time, quality of responses, and customer satisfaction.
- Act as a key contributor to maintaining a customer-centric helpdesk environment.

📌 Analyst/associate-customer Success (Baner)
🏢 The Growth Hive
📍 Baner