Customer Support Associate

1 day ago

hyderabad, India beBeeCustomerSupport Full time

About the JobThe Customer Support Associate role is a dynamic position that requires a strong problem-solving mindset and excellent communication skills.You will be responsible for managing customer conversations across various platforms, including tickets, live chat, and phone calls. This involves troubleshooting issues, providing solutions, and ensuring timely resolutions within defined Service Level Agreements (SLAs).Collaboration with internal teams, such as account management, onboarding, product, and engineering, is crucial to unblock complex cases and ensure delivery on commitments.Staying up-to-date on product features is essential to provide accurate information to customers.Key Responsibilities:Handle customer inquiries via support platforms with clarity and empathy.Troubleshoot and resolve issues within defined SLAs.Collaborate with team members and other departments to ensure timely resolution.Work closely with account management, onboarding, product, and engineering teams to unblock complex cases and ensure delivery on commitments.Stay updated on product features to ensure customers receive the most accurate information.Capture and report customer feedback from tickets, chat, NPS, or other channels.Requirements:Excellent written and verbal communication skills, especially email writing with a natural tone.Strong time management: reliable, proactive, and effective while working independently.Deep empathy for the customer with a mindset that prioritizes their experience.Process discipline: detail-oriented with 100% follow-through on action items and procedures.Demonstrated ownership, willing to go the extra mile to solve complex issues.High agency, able to make decisions and drive initiatives independently.

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