mKonnekt LLC Technical Customer Service Representative (CSA)

Experience:
6–12 Months

Location:
Remote

Job Description
The mKonnekt LLC team is looking for a motivated, enthusiastic and customer-oriented Technical Customer Service Representative. The candidate should have 6–12 months of experience in customer support or technical support and possess good communication and basic technical troubleshooting skills. A Technical Customer Service Representative should be able to understand customer concerns, identify basic issues and provide timely assistance. The candidate should be willing to learn and develop sound knowledge of the mKonnekt product and services to help customers resolve their queries. The candidate should also have a basic understanding of the customer onboarding and implementation process, including coordinating with customers and internal teams to ensure smooth implementation and adoption of the product. For issues that are beyond their technical understanding or scope, the candidate should be able to escalate them to the appropriate internal teams and follow up regularly until resolution.

Responsibilities:
● Handle customer queries and take ownership of assigned support requests. ● Understand customer issues and provide timely and appropriate solutions. ● Perform basic troubleshooting of technical and application-related issues. ● Assist with customer onboarding and implementation activities. ● Coordinate with customers and internal teams during the implementation process. ● Support customers with basic product setup, configuration and application-related queries.



● Escalate unresolved or complex issues to the appropriate internal teams. ● Follow up on escalated issues and keep customers updated on progress. ● Maintain accurate records of customer interactions and support tickets. ● Collect customer feedback and communicate recurring issues to the team. ● Develop a good understanding of the mKonnekt application and its features. ● Assist in identifying recurring problems and contribute to process improvements.

Qualifications:
● Graduate degree. ● 6–12 months of experience in Customer Support or Technical Support. ● Basic understanding of customer onboarding and software/product implementation processes. ● Familiarity with coordinating customer requirements, product setup and implementation activities. ● Basic hands-on experience with Microsoft 365 / Google Workspace. ● Basic understanding of Android applications and troubleshooting. ● Familiarity with APIs and Postman is preferred. ● Exposure to customer support ticketing systems (Freshdesk preferred). ● Basic technical or programming knowledge is an added advantage. ● Good verbal and written communication skills. ● Retail industry support / Service Desk experience is preferred. ● Exposure to POS systems is an added advantage. ● Robust attention to detail and problem-solving ability. ● Ability to multitask and manage customer queries effectively. ● Positive attitude, willingness to learn and a go-getter mentality.
• ● Willingness to work in night shifts (Rotational Shifts & Rotational Week-Offs)

📌 Customer Service Representative (India)
🏢 mKonnekt
📍 India