We are seeking a highly motivated and experienced Customer Support Specialist to join our team. The ideal candidate will be responsible for delivering outstanding customer service by effectively addressing customer inquiries, resolving issues, and ensuring timely responses to customer and merchant queries. The role requires a solid understanding of technical aspects related to our products/services and the ability to communicate technical information.

KEY RESPONSIBILITIES

1. Customer Communication:

- Respond promptly and professionally to customer inquiries.
- Provide clear and concise information regarding products/services, technical issues, and resolutions.
- Ensure a positive customer experience through effective communication and problem-solving.

2. Data Handling:

- Accurately record and maintain customer information and interactions in the CRM system.
- Analyze customer data to identify trends, common issues, and opportunities for improvement.
- Collaborate with cross-functional teams to share insights and contribute to product/service enhancements.

*Candidates with prior experience with the Jira system and active collab shall be given preference. 3. Merchant Queries:

- Assist merchants with inquiries related to transactions, account management,



and technical integrations.
- Collaborate with the technical team to address and resolve merchant-specific technical issues.
- Ensure merchants receive timely and accurate information to enhance their overall experience.

4. Technical Knowledge:

- Possess a strong understanding of the technical aspects of our products/services.
- Stay updated on industry trends, updates, and advancements to provide informed support.
- Effectively communicate technical information to non-technical users.

5. Timely Response:

- Prioritize and manage a high volume of customer inquiries while maintaining quality responses.
- Strive to meet or exceed established response time goals to ensure customer satisfaction.
- Identify and escalate priority issues requiring urgent attention.

Qualifications:

- Proven experience in customer support roles, preferably 1-3 years.
- Strong technical aptitude with the ability to troubleshoot and communicate technical information effectively.
- Excellent communication and interpersonal skills.
- Experience with CRM systems and data management.
- Ability to work collaboratively in a fast-paced environment.

📌 Customer Support Specialist (New Delhi)
🏢 CelerisPay
📍 New Delhi