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Customer Support Representative

4 weeks ago

Gurugram Gurugram India North Rose Technologies LLP Full time

Job Description Customer Support Representative Key Responsibilities: - Respond to user inquiries through the in-app support tool. - Monitor and prioritize incoming tickets to ensure timely responses and resolutions. - Assist with onboarding and educating new users when necessary. - Guide users through app features and help them resolve any functional or usability issues. - Troubleshoot technical problems that users face and provide clear, step-by-step solutions. - Report bugs and issues to the technical team with detailed documentation. - Create and update help center articles, FAQs, and user guides. - Provide feedback to the technical team based on recurring user concerns. - Contribute to improving support processes, reducing ticket volume, and enhancing the customer experience. - Requirements: - 2+ year of experience in customer support, preferably for a mobile or web application. - Strong written and verbal communication skills. - Ability to understand and explain technical concepts in a user-friendly way. - High level of empathy, patience, and a customer-first mindset. - Excellent problem-solving skills and attention to details. - Comfortable working in a fast-paced, remote, and collaborative team environment. - Work Schedule: - This role requiresworking night shiftsto support customers in global time zones. - Candidates must be comfortable with arotational schedule, includingweekends and holidays, as needed.