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