Technical Support Executive

3 weeks ago

Delhi, India Cosmofeed Full time

Job Title: Technical Support Executive (Fresher B.Tech Graduates preferred)
Location: Gurgaon, Sector 27 (On-Site)

About Cosmofeed
Cosmofeed is a creator-first platform offering tools and features that help content creators grow
and monetize their audiences. We’re building the future of the creator economy - and you can be
part of our journey

What you can expect to do in this role:
Provide timely and accurate responses to customer inquiries via chat, email, and phone.
Deliver outcomes to customers through the diagnosis and resolution of technical and account issues and guiding customers through workflow steps.
Ensure that customer requests are handled effectively and escalated when necessary.
Develop a deep understanding of Cosmofeed/SuperProfile products, including features, functionality, and best practices.
Educate customers on product features, updates, and optimizations to help them fully realize the value of Cosmofeed features.
Ensure a positive customer experience by handling interactions with professionalism, empathy, and attention to detail.
Liaise between customers and internal teams, ensuring that customer concerns are addressed, and solutions are implemented.
Contribute to the development of internal knowledge bases and FAQs for customer support teams.
Keep customers informed about the status of their issues and provide regular updates on progress.
Stay current on new product features, technologies, and industry trends to provide the best possible support.
Participate in ongoing training sessions to improve service quality and technical knowledge.
Identify opportunities for process improvements within the support team and help implement them.
Assist in training new support associates on basic issues and knowledge.
Other duties as assigned.

What we are looking for:
Strong problem-solving abilities with a customer-first mentality.
Excellent communication skills, both written and verbal.
Basic technical knowledge and an aptitude for learning new software systems.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Empathetic and patient in dealing with customer issues.
Highly organized, with attention to detail and accuracy.
Self-motivated with a proactive approach to resolving customer issues.
Passion for learning and staying up to date with the latest technologies and trends.
Ability to collaborate effectively with technical and non-technical teams.
Proficiency with CRM and support tools (e.g., ZohoDesk, Intercom, Whatsapp).
Proficiency with basic troubleshooting methods and diagnostic tools.
Ability to remain calm and professional under pressure.
Bachelor's Degree in Engineering (preferred)
Combination of relevant experience and education may be considered.

Join us, and let's create something amazing together

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