Job Title: Analyst/Associate (Helpdesk), Customer Success Operations

Department: Customer Success

Location: Pune

Role overview

the first point of contact for addressing support tickets raised by our customers' employees,

ensuring prompt and effective resolution of B2B and B2C queries. You will play a critical role in delivering exceptional support, enhancing customer satisfaction, and contributing to the overall

performance of our helpdesk and support desk operations. Your goal: ensure high satisfaction,seamless resolutions, and mínimal ticket reopening. Key Responsibilities : Ticket Management:

- Manage and respond to queries received through the helpdesk mailbox using ticket

management tools.

- Prioritize, categorize, and resolve support tickets efficiently and effectively, ensuring

adherence to Process and SLAs.

Customer Query Resolution:

- Address customer admin and employee queries related to equity management processes

with clarity and accuracy.

- Draft professional and customer-friendly responses to minimize ticket reopening after

resolutions.

Communication:

- Liaise with internal teams to resolve complex queries and provide timely updates to

customers and their employees.

- Communicate clearly and confidently in English, ensuring customer satisfaction at every

touchpoint.

Documentation s Reporting:

- Maintain detailed records of all support interactions, resolutions, and follow-ups in the

ticketing system.

- Generate and share periodic helpdesk performance reports with the leadership team.

Process Improvement:

- Analyze recurring issues and work with internal stakeholders to improve workflows and

reduce ticket volumes.

- Suggest enhancements to FAQs, knowledge bases,



and automated responses for

efficiency.

Helpdesk Ownership:

- Ensure the overall performance of the helpdesk in terms of ticket resolution time, quality of responses, and customer satisfaction.
- Act as a key contributor to maintaining a customer-centric helpdesk environment.

Required Skills : Qualifications:

- Customer-Centric Mindset: Passion for delivering exceptional customer and employee

support outcomes and building lasting relationships.

- Product Knowledge: Good understanding of B2B product lifecycles, SaaS solutions, and

fintech systems.

- Education: Bachelor’s degree in any discipline (preferably in Business, IT, or related fields,

MBA is a plus).

- Language Proficiency: Fluency in English with excellent written and verbal communication

skills.

- Technical Skills:

- Proficiency in using ticket management tools (e.g., Zendesk, Freshdesk, or similar

platforms).

- Solid knowledge of MS Office, particularly Excel and Word.

- Soft Skills:

- Problem-solving mindset with an eye for detail.

- Empathy and customer-centric approach to resolving queries.

- Ability to work in a fast-paced environment and manage multiple tasks.

- Experience: 2-3 years in a customer support/helpdesk role, preferably in B2B product plus

services focused company.

Preferred Qualifications:

- Experience in equity management, HR software, or financial technology solutions is a plus.
- Exposure to creating knowledge bases and FAQs for customer support operations.
- Bachelor's degree in business, finance, or a related field is preferred (MBA is a plus).

in a B2C environment.

- Familiarity with ESOP is a plus

Pay: ₹200,000.00 - ₹350,000.00 per year

Work Location: In person

📌 Analyst/associate-customer Success (Baner)
🏢 The Growth Hive
📍 Baner