Job Title

Customer Support (Remote) 6 hours Shift Shift time – 6:30 pm to 12:30 am IST Monthly Gross – Rs 30,000/- What You’ll Be Doing: Serve as the primary point of contact for our client, ensuring they receive top-notch support. Adopt a customer-first approach to effectively address and resolve inquiries, challenges, and concerns, ensuring a seamless experience for every client. Respond promptly to customer inquiries via Intercom, adhering to SLA timelines. Troubleshoot and resolve issues, providing clear, user-friendly guidance. Collaborate with the Product and Engineering teams to tackle complex issues and escalate when needed. Diagnose and differentiate between product-related and non-product issues, ensuring accurate information is provided to customers. Create bug tracking and feature request tickets as needed to support ongoing improvements. Maintain high customer satisfaction by delivering responsive, efficient, and friendly support. Identify gaps in technical documentation and create knowledge base articles to empower users to self-serve. Continue building the internal support playbook based on the most up-to-date internal processes. Enterprise Support: Deliver exceptional, customer-first service to our highest-priority enterprise clients, addressing their needs with accuracy and efficiency across all support channels. Serve as a subject matter expert, delivering high-quality assistance within an accelerated SLA for premium accounts. Support the customer onboarding journey, ensuring seamless transitions and consistent satisfaction.Qualifications: 2-5 years of experience in Customer Support, or a related role such as Implementation/Professional Services in SaaS. Strong experience writing knowledge base or help articles to assist users. Excellent written and verbal communication skills. Proven problem-solving abilities with a customer-first approach. Ability to multitask and thrive in a fast-paced environment. Familiarity with tools like Intercom, Slack, Notion, and Stripe is a plus. Willingness to work in the EST timezone.