Operations Management

- Demonstrate sufficient product and service knowledge to address all inquiries accurately.

- Safeguard customer confidentiality, ensuring all sensitive information is used solely for official purposes.

- Connecting with relevant stakeholders for the issue resolution.

- Manage day-to-day support requests through email and ticketing platforms.

- Respond to customer queries within defined SLA timelines and ensure timely closure of requests.

- Investigate issues related to jobs, schedules, vendors, customers, accounts, platform data, etc.

- Coordinate with Development and internal stakeholders to follow up on technical issues and ensure clear ownership through resolution.

- Maintain accurate updates in ticket trackers, support tools, and internal systems.

- Identify recurring issues and escalate potential system/process gaps to the appropriate team.

- Communicate clearly with various teams/users while maintaining a professional tone.

- Ensure proper documentation of issues, actions taken, dependencies, and final resolutions.





Skills and Knowledge

- Should possess good email writing skills

- Strong communication skills with fluency in English

- Friendly and approachable attitude, with the ability to build rapport with customers.

- Proficiency in Excel, Google Sheets, PowerPoint, and basic computer skills.

- Quick learner, able to adapt to recent tools and processes swiftly.

- Work US ET shift hours

- Hybrid work culture

Qualifications

- Bachelor’s or Master’s Degree.

- Basic computer knowledge with Excel and PowerPoint skills essential.

Must have skills

- Strong written and verbal communication

- Strong attention to detail

- Ability to investigate issues and identify root causes

- Strong ownership and accountability for assigned tasks

Good to have skills

- Experience in Operations, Customer Support, SaaS Support,

- Exposure to GitHub tools is an advantage

📌 Associate - Customer Support (Gurugram)
🏢 Outscale Partners
📍 Gurugram