Customer Support Analyst

As an Associate/Senior Customer Support, you will be the first point of contact for customers, ensuring timely and effective resolution of inquiries, issues, and requests. Your role is critical in delivering a seamless support experience, maintaining customer satisfaction, and building strong relationships. You will utilise problem-solving skills, empathy, and product knowledge to provide solutions that enhance customer engagement and loyalty.
Responsibilities

• Resolve customer queries on using the product with the help of relevant FAQs, video demos and blog posts across channels.
• Work in coordination with the support teams of our partners to ensure quick resolutions.
• Document any feedback received from the customers for review by the product team at a later stage.
• Label the queries we receive from customers under different tags to understand what drives support traffic.
• Identify and resolve pain points for end-users in coordination with the rest of the Customer Experience team.

• Track relevant support metrics and prepare reports for the purpose of quality assessment.
  

Requirements

• Experience: 1-6 years of proven experience as a Customer Support Associate or in a similar role.
• Prior experience speaking with users in Hindi.
• Language skills: Prior experience speaking Hindi with users.
• A natural communicator: You can express your thoughts clearly and effortlessly. No matter how complex the issue, youre able to explain it in simple, easy-to-understand terms.

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  A team player: You consistently put the teams goals ahead of personal ones and enjoy working collaboratively toward shared outcomes.
• Empathetic: Youre a good listener who can put yourself in the users shoes. Everyone who interacts with you should feel assured that the smallcase team is always there to help.
• Proactive: You take ownership, tackle challenges head-on, and persist until the best solution is found, always aiming to deliver a delightful end-user experience.
• A strong drive to learn: Youre curious, eager to learn new things, and comfortable stepping outside your comfort zone.
• Prior experience in customer support.
• Familiarity with stock markets and investment products is a huge plus.
• Prior experience at a growth-stage FinTech company.
  

This job was posted by Tharun Raj from smallcase.