Customer Support Agent

5 months ago

Bengaluru Karnataka, India Truecaller Full time

**Hello, Truecaller is calling you from Bangalore, India Ready to pick up?**

Our goal is to make communication smarter, safer, and more efficient, all while building trust everywhere. We're all about bringing you smart services with a big social impact, keeping you safe from fraud, harassment, scam calls or messages, so you can focus on the conversations that matter.
- Top 20 most downloaded apps globally, and world's #1 caller ID and spam-blocking service for Android and iOS, with extensive AI capabilities, with more than **374 million** active users per month.
- Founded in 2009, listed on Nasdaq OMX Stockholm and is categorized as a Large Cap. Our focus on innovation, operational excellence, sustainable growth, and collaboration has resulted in consistently high profitability and strong EBITDA margins.
- A team of 400 people from ~35 different nationalities spread across our headquarters in Stockholm and offices in Bangalore, Mumbai, Gurgaon and Tel Aviv **with high ambitions**.

**What you bring in**:

- 3-5 years experience of customer support, preferably for mobile/technical products
- Excellent English Communication skills, both verbal and written
- Experience with support platforms such as Zendesk, Freshdesk or similar software.
- Knowledge of other languages is a big plus (especially Hindi)
- Able to approach problems with logical thinking and a strategic mindset, considering both the details and the broader context.
- Experience in effective time management and multi-tasking abilities
- Troubleshoot complex product issues, manage escalations when necessary to ensure timely resolution. Collaborate with cross-functional teams to identify and resolve product bugs and enhance product usability

**The impact you will create**:

- The main focus will be to increase efficiency, and stay within the given TAT. You will learn how the Truecaller App works and also be involved in creating JIRAS for the issues that have been raised.
- Cultivate a deep understanding of the company's products or services to provide accurate assistance, create and update documentation to aid users and educate customers on product usage. The agent escalates complex issues as needed and ensures quality responses while gathering feedback for continuous improvement.
- Stays updated on product features and industry trends, monitor performance metrics (CSAT and FRT), collaborate with team members, and contribute to a positive overall customer experience.

**It would be great if you also have**:

- Prior startup experience
- Team player
- Initiative taking/proactive approach

**Sounds like your dream job?**

**This position is based in Bangalore, India.**

**What we offer**:

- **A smart, talented and agile team**:An international team where ~35 nationalities are working together in several locations and time zones with a learning, sharing and fun environment.
- **A great compensation package**: Competitive salary, 30 days of paid vacation, flexible working hours, private health insurance, parental leave, telephone bill reimbursement, Udemy membership to keep learning and improving and Wellness allowance.
- **Great tech tools**: Pick the computer and phone that you fancy the most within our budget ranges.
- **Do it your way**: We work in-office on Tuesdays, Wednesdays and Thursdays with flexibility on the other days.
- **Office life**: Enjoy your days with breakfast, lunch and a wide range of yummy snacks and beverages, and have fun at our playroom As well, exciting company parties and team activities such as Lab days, Running team, Geek lunch

**Come as you are**:
Truecaller is diverse, equal and inclusive. We need a wide variety of backgrounds, perspectives, beliefs and experiences in order to keep building our great products. No matter where you are based, which language you speak, your accent, race, religion, color, nationality, gender, sexual orientation, age, marital status, etc. **All those things make you who you are, and that's why we would love to meet you.

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