- Omnichannel Support Management: Efficiently manage, prioritize, and resolve incoming queries across platforms, including Freshdesk (Ticketing), Fresh chat(Live Chat), and WhatsApp, consistently meeting daily Service Level Agreements (SLAs).

- Technical Troubleshooting: Diagnose and provide accurate, step-by-step solutions for technical issues related to the website builder, domain setup, hosting, and e-commerce functionalities. Utilize internal knowledge bases and resources effectively.

- Issue Ownership and Resolution: Maintain end-to-end ownership of all customer cases, ensuring proactive follow-up and verification until the user confirms the issue is 100% resolved.

- Cross-Functional Coordination: Act as the voice of the customer, liaising with Product, Engineering, and Tech teams to escalate critical bugs, report persistent pain points, and communicate user feedback for product enhancement.

- Quality Assurance: Ensure every interaction upholds the highest standard of professionalism and empathy, contributing directly to high Customer Satisfaction (CSAT) scores.

📌 Customer Support Agent (Malad)
🏢 InstaWeb Labs
📍 Malad