Support Executive

1 week ago

Bengaluru Karnataka, India Cleartax Full time

ID: 1534 | 1-3 yrs | Bengaluru | careers

**Support Executive -L2 JD**

At CLEAR(formerly known as ClearTax), we are on a mission to simplify financial lives for all Indians. We make delightful tax-based SaaS and financial service products for businesses and individuals which helps them save money and time. We are trusted by over 6 million Indians, more than 50,000 tax professionals, 1 million small businesses and 3,000 large enterprises. For small and large businesses, our product suite covers invoicing, GST, a range of managed services and credit. For tax professionals, we offer comprehensive GST, Income Tax and TDS solutions. For individuals, we offer tax and wealth management solutions. With this Series C round, we have raised $140 million in equity capital since inception.

We have built rich platforms for GST, e-Waybill, e-Invoicing, ITR and TDS much ahead of the curve in India’s business digitization journey. We now see a material part of our country's trade with $200B worth of invoices flowing every year. It is still day one for us as our goal is to scale 10x to 6 million businesses. For the same, we are going mobile-first for all our customer segments and building credit, payments, insurance, network and business discovery engines on our core platform.

**About the Role**

The L2 Executives are responsible for handling escalated issues requiring in-depth domain knowledge, technical expertise, and collaboration with internal teams like Product and Engineering.

**Responsibilities (What you'll be expected to do)**
- Collaborate with Product and Tech teams to troubleshoot escalated issues, including product bugs or API disruptions.
- Conduct root cause analysis for recurring issues and document findings to improve future resolutions.
- Ensure timely and effective communication with customers, explaining technical resolutions in simple, comprehensible language.
- Maintain detailed documentation of escalated cases, including resolution outcomes and recommendations for system improvements.
- Contribute to the development of chatbot enhancements, product testing, and system optimization.
- Participate in process improvement initiatives to achieve operational excellence.

**Qualifications**
- Semi-CA/CA qualification with strong domain knowledge in taxation and product-based solutions.
- Proficiency in analyzing technical problems and developing efficient solutions.
- Strong collaboration and communication skills.
- Hands-on experience with CRM and ticket management tools.
- Ability to work in a dynamic environment with cross-functional teams.
- Previous experience in technical support or similar roles preferred.

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