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Customer Support Executive

3 months ago

New Delhi, India Rooter.gg Full time

Role: Customer Support Executive

Job Location: New Delhi (East of Kailash)

Experience: 2- 4 Years


As a Customer Support Executive, you will be responsible for delivering high-quality support to our customers. You will handle customer inquiries, troubleshoot issues, and ensure timely resolution to maintain customer satisfaction. The ideal candidate will have previous experience in B2C environments, possess excellent communication skills, and be proficient in using ticketing tools and email support systems.


Responsibilities:

  • Provide exceptional customer support via email, chat, and other channels.
  • Respond promptly to customer inquiries and resolve issues effectively.
  • Utilize ticketing tools such as Freshdesk, Zohodesk, Zendesk, or similar platforms to manage customer requests and track resolution progress.
  • Identify and escalate complex issues to appropriate teams for further assistance.
  • Collaborate with cross-functional teams to ensure timely resolution of customer issues.
  • Maintain accurate records of customer interactions and transactions.
  • Strive to meet and exceed customer satisfaction targets and service level agreements (SLAs).
  • Continuously improve product knowledge to better assist customers and provide valuable insights to the team.
  • Contribute to team meetings and provide feedback to enhance customer support processes.
  • Set up the customer support function from scratch in previous roles, preferably for commerce transactions.
  • Identify and create necessary dashboards to monitor and respond to customer queries effectively.


Requirements:

  • Bachelor's degree or equivalent work experience
  • Proven experience as a Customer Support Executive or similar role in a B2C environment
  • Proficiency in using ticketing tools such as Freshdesk, AnyDesk, or similar platforms
  • Strong written and verbal communication skills in English
  • Excellent problem-solving abilities and attention to detail
  • Ability to work efficiently in a fast-paced environment and manage multiple priorities
  • Positive attitude, patience, and empathy towards customers
  • Familiarity with customer support metrics and KPIs
  • Availability to work flexible hours, including weekends and holidays if required
  • Minimum of 2-4 years of relevant experience in customer support or related field


Interview Process:

1) Basic Screening Round by HR Team

2) Technical Knowledge Round(s)

3) HR Head Round

4) Co-Founder's Round (In- Office)

5) Founder's Round



Employee Benefits:

  • Health Insurance: We offer comprehensive health insurance coverage to ensure our employees have access to quality healthcare when they need it most.
  • Gratuity: We believe in recognizing the hard work and dedication of our employees. That's why we provide gratuity benefits to show our appreciation for their contributions.
  • Hybrid Work Model: Embracing flexibility, we offer a hybrid work model where employees can enjoy the best of both worlds. With four days in the office and one day working from home, we empower our team to achieve work-life balance while maintaining productivity and collaboration.


About Rooter:

Rooter is India’s largest gaming and Esports content platform with ~17 Mn Monthly Active Users and ~1.5 Mn Daily Active Users. It offers Live streaming, videos and shorts, allowing users to watch and stream a variety of games, participate in live chats, and engage with a community of gamers. All popular games such as Free Fire, GTA V and BGMI etc. are featured on Rooter. Home to the largest community of gamers in India, the platform also hosts a marketplace allowing users to purchase any digital or gaming currency, thereby providing the complete user experience for a gamer for their content and commerce needs. Rooter is positioned as the Twitch for mobile gaming markets and has already launched in Indonesia besides India and few neighboring countries.



Rooter already has more than 90 Mn installs and is on track to capture the mobile gaming market across developing economies. Rooter’s revenue grew 16% in FY24 while reducing burn by 50% from previous fiscal. Rooter is on course to be monthly cash positive in next 3 quarters. Besides monetisation from Brands,. Rooter also recently launched its user monetization models and has crossed $150k monthly transactions.

Rooter has raised $35mn in primary capital ($45mn overall including secondary, debt) from investors like Lightbox Ventures, March Gaming, Paytm, IeAD (Adidas Family office), ADvantage, Redwood Partners (Korea), Trifecta Capital and many others.

Rooter is the most attractive and sought after gaming company in India, having come out as the leader and only player in an extremely competitive market of 9 players back in 2020. The next few years for the company are very exciting as it scales revenue, expands globally and crosses 100mn users.


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