Customer Support

1 day ago

Goa Goa, India Consstruct Full time

**Role Overview**:
**Key Responsibilities**
- Monitor and manage the support ticket queue daily to ensure timely responses.
- Analyze open tickets to determine category, priority, and next action steps.
- Process tickets based on defined business rules (assign, escalate, close, or request additional information).
- Maintain accurate and detailed documentation for every interaction.
- Follow Standard Operating Procedures (SOPs) to ensure consistency and compliance.
- Communicate clearly and professionally with customers to acknowledge requests, share updates, or seek clarification.
- Identify repetitive or high-impact issues and suggest improvements in product documentation or internal processes.
- Collaborate closely with technical, product, or operations teams to resolve complex cases.
- Track and report key performance metrics including ticket volume, resolution time, and SLA adherence.
- Support the creation of FAQs, help articles, or training material to reduce repetitive queries.
- Contribute ideas to improve customer experience and operational efficiency.

**Required Skills & Qualifications**
- Bachelor’s degree in any discipline (preferred: IT, Business Administration, or Communication).
- 1-3 years of experience in a customer support or operations role (experience in SaaS, digital services, or IT preferred).
- Strong analytical and problem-solving skills with the ability to identify trends or root causes.
- Excellent written and verbal communication skills in English.
- Proficiency in using ticketing or CRM tools (e.g., Freshdesk, Zendesk, Jira, HubSpot).
- Ability to multi-task, prioritize, and manage time effectively.
- A customer-first mindset with patience and empathy.

**Preferred Attributes**
- Prior experience in B2B client support or technical customer service.
- Familiarity with SLA-driven environments and support metrics.
- Basic understanding of digital products or technology platforms.
- Team player with a positive attitude and ownership mindset.

**What You’ll Gain**
- Opportunity to work in a dynamic, global digital consulting company.
- Exposure to international clients and projects.
- Supportive, collaborative work environment with room for growth and learning.
- Competitive compensation with benefits like paid holidays, flexible hours, and health insurance.

**Job Types**: Full-time, Fresher

Pay: ₹18,000.00 - ₹25,000.00 per month

Work Location: In person

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