Customer Support Representative

3 days ago

Katargam Surat Gujarat, India Suvit Fintech Pvt Ltd Full time ₹ 1,50,000 - ₹ 3,00,000 per year

Location: Surat

Experience: 1+ Year

Role Overview

We are looking for a Customer Support Executive (Chat) to join our team in Surat. You'll be the first point of contact for our users, offering real-time assistance via chat (and email, if needed). This role is not just about resolving issues — it's about enhancing user experience, collaborating with product teams, and continuously improving support content and tools. You will also contribute to content creation and fine-tuning our AI chatbot for an even better support experience.

Key Responsibilities

  • Provide real-time customer support via chat and email (voice support during initial onboarding).
  • Understand and resolve user queries efficiently and empathetically.
  • Maintain high support quality standards and quick response times.
  • Guide users through onboarding, troubleshooting, and feature usage.
  • Document recurring issues and help update internal knowledge base, FAQs, and canned replies.
  • Analyze chat logs and user feedback to identify pain points and improve workflows.
  • Collaborate closely with the technical and product teams to address issues and align updates with customer communication.
  • Assist in updating and enhancing AI chatbot flows and correcting inaccurate responses.
  • Contribute ideas to improve the overall customer experience and support processes.

Requirements

  • Minimum 1 year of experience in customer support (chat, voice, or email).
  • Strong written and verbal communication in English and Hindi.
  • Willingness to start with voice support before moving fully into chat support.
  • Basic understanding of SaaS platforms or accounting tools (training will be provided).
  • Good writing skills for support materials like FAQs and help guides.
  • Analytical thinking to assess support data and drive improvements.
  • Must be based in Surat or willing to relocate.
  • Interest in AI, automation, or chatbot technologies is Plus
  • Familiarity with tools like Freshdesk, Intercom, Google Sheets, or similar.

Interested Candidates Can Shatre their CV on or can contact on

Job Types: Full-time, Permanent

Pay: ₹15, ₹25,000.00 per month

Benefits:

  • Health insurance
  • Paid sick time
  • Paid time off

Language:

  • Hindi (Preferred)
  • English (Preferred)

Work Location: In person

Speak with the employer

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