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 workplace.

📌 Analyst/associate Customer Success Baner (India)
🏢 The Growth Hive
📍 India