Chat Support Executive

3 weeks ago

Gurgaon, Haryana, India QuickReply Full time
Job Description

Job Title: Chat Support Agent

Location: Gurgaon, India

Employment Type: Full-Time, In-Office

About QuickReply.ai

QuickReply.ai is a WhatsApp Marketing Automation platform for businesses. We help businesses leverage WhatsApp to convert visitors into customers, boost repeat purchases, and build stronger relationships throughout the buyer journey.

We work with 900+ businesses across 29 countries, sending over 30 million messages every month.

Role Overview

We are seeking a Chat Support Agent who will be the first point of contact for our customers.

Your primary responsibility will be chat support (60%), backed by email and telephone support (40%). You will assist customers with queries, troubleshoot issues, and ensure a positive experience with our platform.

Key Responsibilities

- Provide prompt, friendly, and professional support via chat, email, and phone
- Troubleshoot and resolve customer issues, escalating when necessary
- Guide customers through product features, settings, and troubleshooting steps
- Maintain detailed and accurate records of all interactions
- Collaborate with internal teams (Customer Success, Product, Tech Support) for complex queries
- Identify and share recurring issues to improve processes and customer experience
- Contribute to FAQs, knowledge base articles, and support guides

Requirements

- Experience: 12 years in chat/email/phone support, preferably in SaaS or e-commerce
- Good at understanding and using software tools and platforms
- Excellent written and verbal communication skills in English
- Strong problem-solving and multitasking skills
- Comfortable working in fast-paced environments
- Prior experience with live chat and helpdesk tools (e.g., Intercom, Zendesk, Freshdesk) is a plus
- Prior experience with marketing automation or workflow automation tools is a plus.
- Basic understanding of e-commerce platforms like Shopify, WooCommerce, Magento and/ or CRMs/ ERPs is preferred

Work Schedule

- Flexible to work in one of these shifts: 9 AM 6 PM, 12 PM 9 PM, or 2 PM 11 PM
- Comfortable working Monday to Saturday or Tuesday to Sunday

What We Offer

- Competitive salary and incentives
- Opportunity to work with a fast-growing SaaS company in the e-commerce space
- Exposure to global D2C brands and e-commerce businesses
- Collaborative, growth-focused team culture
- Skill development in SaaS, customer success, and marketing automation

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