Role &

responsibilities:

- Take ownership of incoming issues professionally and courteously through phone, email, or chat by managing them logically and methodically
- Assist customers in resolving problems related to product features, usability, technical issues product performance, onboarding, and escalating support as needed
- Collaborate closely with senior teams to translate customer feedback into potential fixes and enhancements
- Achieve team targets for response times, service levels, and customer satisfaction as defined by the Customer Support Manager
- Accurately log incidents and faults, categorizing and prioritizing them according to team procedures
- Conduct thorough diagnostics with end-users to facilitate resolution at the first point of contact
- Ensure all issues are addressed and resolved within service level agreements (SLAs), escalating to internal and external teams as appropriate
- Collaborate with colleagues across Technical Services,



Customer Success, Product, Marketing, and Engineering to resolve issues and enhance customer experiences
- Monitor customer satisfaction (CSAT) and Net Promoter Score (NPS) metrics, driving increased customer advocacy by compiling and sharing feedback with relevant stakeholders, including the Manager, Product Team, Technical Services, and Customer Success Team
- Maintain and create detailed documentation by logging support cases, emails, and knowledge base articles for both customer and internal use
- Identify and escalate recurring issues or service risks to senior engineers and Service Delivery Managers
- Share knowledge with team members through knowledge-sharing sessions
- Manage multiple scheduled tasks for customers to ensure their systems remain operational

📌 Application Support Engineer (Noida)
🏢 To The New
📍 Noida