Customer Support Associate

Roles & Responsibilities:

• Respond to customer questions in a timely, courteous, and professional manner via email, phone, or chat, ensuring excellent service delivery.
• Take ownership of customer-reported problems, investigate using available tools, and work towards fast and effective resolutions.
• Troubleshoot technical issues by testing scenarios and impersonating user actions where needed.
• Educate current and prospective users on Apptivo’s features, functionalities, and best practices to maximize their platform usage.
• Identify unresolved or complex issues and escalate them to the appropriate internal technical, engineering, or product teams.
• Create and maintain solution articles, how-to guides, and troubleshooting documentation to support both customers and internal staff.
• Collaborate with the Product, Engineering, Sales, and Marketing teams to relay customer feedback, feature requests, and bug reports.
• Gather customer feedback and monitor sentiment (including on social media) to ensure proactive support and continuous improvement.
• Log all interactions and technical issues using Apptivo’s internal ticketing system for organized tracking and reporting.
• Follow internal policies, shift schedules, and security protocols to ensure consistency and data confidentiality.
• Stay updated with weekly product releases, new features, and enhancements, and actively participate in team knowledge-sharing sessions.
• Track and report issues, risk areas, and client satisfaction metrics as required.

What We’re Looking For (Requirements)

Skills & Qualifications

• Excellent verbal and written communication skills in English.
• 1-2 years of experience in customer support role.
• Strong troubleshooting and analytical thinking abilities.
• Good understanding of SaaS platforms (CRM, ERP is a plus).
• Ability to multitask and prioritize in a fast-paced environment.
• Basic understanding of how web applications work (e.g., browsers, cookies, cache).
• Familiarity with customer support tools like ticketing systems and live chat.
• Detail-oriented with strong documentation and organizational skills.
• Willingness to work in rotational shifts, including weekends when required.

JOB LOCATION:

Madurai

Job Features