About CallHippo CallHippo is a futuristic virtual phone system that revolutionizes communication for businesses of all scales and sizes. Established with the aim of enhancing customer communications and boosting team collaboration, it offers an array of 50+ advanced features. The company has a strong global presence, with footprints in 80+ countries.
What You’ll Do :
- Handle live chats and support tickets across multiple channels on a daily basis
- Maintain an Average Response Time (ART) of under 1 minute , as live chat is our primary support channel
- Consistently achieve a CSAT score of 4/5 or higher :
- Meet defined SLA targets for first response and resolution across chats, tickets, and WhatsApp support
- Provide timely and accurate WhatsApp support with a customer-first approach
- Close a high volume of support tickets each month without compromising on quality
- Troubleshoot issues efficiently and provide explicit solutions to ensure customer retention :
- Take ownership of issues until resolution and coordinate with internal teams when escalation is required
Required Skills & Experience
- Prior experience in Technical Support, preferably for VoIP / Telecom / SaaS products
- Basic understanding of VoIP concepts such as call flow, DID numbers, carriers, and call logs
- Excellent written/Verbal communication skills
- Ability to work in a fast-paced, performance-driven support environment
- Comfortable working with support metrics like CSAT, SLA, ART, and ticket closure targets