Associate - Customer Support

Operations Management

• Demonstrate sufficient product and service knowledge to address all inquiries accurately.
• Safeguard customer confidentiality, ensuring all sensitive information is used solely for official purposes.
• Connecting with relevant stakeholders for the issue resolution.
• Manage day-to-day support requests through email and ticketing platforms.
• Respond to customer queries within defined SLA timelines and ensure timely closure of requests.
• Investigate issues related to jobs, schedules, vendors, customers, accounts, platform data, etc.
• Coordinate with Development and internal stakeholders to follow up on technical issues and ensure clear ownership through resolution.
• Maintain accurate updates in ticket trackers, support tools, and internal systems.
• Identify recurring issues and escalate potential system/process gaps to the appropriate team.
• Communicate clearly with various teams/users while maintaining a professional tone.
• Ensure proper documentation of issues, actions taken, dependencies, and final resolutions.

Skills and Knowledge

• Should possess good email writing skills
• Strong communication skills with fluency in English
• Friendly and approachable attitude, with the ability to build rapport with customers.
• Proficiency in Excel, Google Sheets, PowerPoint, and basic computer skills.
• Quick learner, able to adapt to new tools and processes swiftly.
• Work US ET shift hours
• Hybrid work culture

Operations Management Demonstrate sufficient product and service knowledge to address all inquiries accurately. Safeguard customer confidentiality, ensuring all sensitive information is used solely for official purposes. Connecting with relevant stakeholders for the issue resolution. Manage day-to-day support requests through email and ticketing platforms. Respond to customer queries within defined SLA timelines and ensure timely closure of requests. Investigate issues related to jobs, schedules, vendors, customers, accounts, platform data, etc. Coordinate with Development and internal stakeholders to follow up on technical issues and ensure clear ownership through resolution. Maintain accurate updates in ticket trackers, support tools, and internal systems. Identify recurring issues and escalate potential system/process gaps to the appropriate team. Communicate clearly with various teams/users while maintaining a professional tone. Ensure proper documentation of issues, actions taken, dependencies, and final resolutions. Skills and Knowledge Should possess good email writing skills Strong communication skills with fluency in English Friendly and approachable attitude, with the ability to build rapport with customers. Proficiency in Excel, Google Sheets, PowerPoint, and basic computer skills. Quick learner, able to adapt to new tools and processes swiftly. Work US ET shift hours Hybrid work culture

Bachelor s or Master s Degree.

Basic computer knowledge with Excel and PowerPoint skills essential.

Bachelor s or Master s Degree. Basic computer knowledge with Excel and PowerPoint skills essential.

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