Customer Support Associate

1 month ago


Bengaluru, Karnataka, India Karnival Full time
Job Description for Customer Support Associate

Karnival is a customer marketing platform that elevates and leverages current customers' experiences to improve retention and growth.

We are looking for smart customer support professionals with prior experience in Technical support for Enterprise grade products.

Your role here is not limited to addressing the queries but also to forming a relationship of trust with the Clients, foreseeing issues and creating an expert level solution with at the most agility.

Key Responsibilities:

  • Identifying and reporting issues/bugs in products and translate them into problems by identifying the root cause wherever possible
  • Align with the Tech team on feasibility checks for any product requirements according to the client's needs.
  • Testing of the new products, gathering the feedback from customers, and sharing the same with the involved stakeholders for continuous improvement.
  • Proactively involved in Customer portfolio management to understand / tap upselling and cross selling opportunities.
  • Involve in product demonstration by working along with the sales team for leads conversion.
  • Smooth onboarding of the clients into the system by providing all forms of Implementation & technical support needed.
  • Create a knowledge base by preparing high quality & Interactive User Instructions, FAQs and other repositories to help customers
  • Timely upgradation / Revision of Documents /Instruction Manuals to meet the applicable standards in order to enhance our Knowledge base portal.
  • Identify expansion opportunities for Sales to drive account growth.

Soft Skills:

  • Good analytical and problem-solving skills
  • Good communication skills
  • Able to work well in a team and communicate effectively with local and remote coworkers
  • Looking forward for ways to learn and improve yourself


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