Key Responsibilities

- Respond to and log all inquiries received from clients via telephone, chat, email, or web site

- Maintain detailed documentation and updating tickets for all incoming support requests in real-time

- Keep well documented and updated case notes on all tickets daily

- Provide daily communication to clients on outstanding ticket status

- Identify, analyze, troubleshoot and resolve client service requests • Work as a team member to collaboratively resolve client requests and technical issues, partners and vendors.

- Participate in group discussions, meetings, work teams, and company staff meetings and events.

- Provide first level customer support including troubleshooting basic issues with software applications

- Manage multiple cases at one time

- Ask and gather intelligent questions about the clients business and accurately record in ticketing system





- Properly escalate tickets to a higher level of support as necessary including service that exceeds skill level or any other issue that could impact customer satisfaction

Required Skill Set

- Excellent verbal and written communication skills

- Support Analyst must make the customer feel like their concerns are being appropriately addressed either on the phone or in email; and must be able to communicate details of the problem and the initial troubleshooting steps effectively to the next level of support

- Basic technical skills to troubleshoot and resolve questions/issues with computer hardware, network/internet connectivity, email, and other software applications

- Ability to work proactively and collaboratively with the entire team.

📌 Product Support Associate (Gurugram)
🏢 Unicommerce Esolutions
📍 Gurugram