Application Support Executive

8 hours ago

Bengaluru, India Cleartax Full time

ID: 735 | 1-3 yrs | Bengaluru | careers
- **About Clear**

**The journey of simplicity throughout th**e last decade, Urged us to make things clear, so that it's easier done than said.**

Clear Today is India's leading fintech SaaS platform, serving 3K+ enterprises, 6L+ SMEs, and 5M+ individuals, with our ITR, GST, e-Invoicing products, and more. While the journey has not been easy, it has been transforming.

Founded in 2011, the decade-long journey of ClearTax defines growth. Starting with just 3 tech products related to tax and filing, we now build mobile and web-based SaaS products for invoices, taxes, payments, and credit and augment them with strong advanced analytics and artificial intelligence. We are also a Series C-funded startup with a strong team of 1000+ members, and as we continue to evolve into a world of new-financial solutions, we're looking for individuals with perspectives to join our team.

**Responsibilities (L1)**

2. Works with the clients/relationship managers to get a full understanding of the problem, including Reviewing screenshots, Reproducing the issue, Reviewing error logs and Troubleshooting the issues.

3. Keeps the customer engaged throughout the case lifecycle. Takes ownership in providing timely updates to the client.

4. Works collaboratively across the team to get support (from peers or escalations) and offer support when others need it.

5. Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction. Escalate issues, as needed.

6. Communicate the root cause and resolution to clients in non-technical terms / easily consumable language.

7. Thoroughly documents the touchpoint outcome in the CRM.

8. Identify repeated problems, and opportunities for technological resolution to avoid future tickets with the same concerns

9. Ensure complete participation and contribution in organisation/process-level initiatives that may be implemented from time to time to improve process efficiency.

**Qualifications**:
1. Treat customers’/clients with respect, empathy, and constructive candour.

2. Customer first approach

3. Eager to learn & open to change adaption.

4. Workable knowledge in Ms Excel.

5. Good communication skills(Verbal & Written), with proficiency in English and Hindi.

6. Ability to translate the requirements/problems from clients into consumable documents for

Product/Engineering review.

8. Previous experience in SAAS technical support will be an added advantage.

9. Willingness to work 24/7 shifts.

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