, you will play a key role in delivering outstanding service to our users. You'll support customers across multiple communication channels, help them resolve queries, and ensure they get the most value from our software solutions.
Roles and Responsibilities
? Customer Support & Interaction:
Respond promptly and professionally to customer queries through email, phone, chat, and other channels, ensuring issues are handled with care and accuracy.
? Product Expertise:
Build a strong understanding of the iRecord platform and stay updated on new features, enhancements, and usage best practices.
? Issue Resolution & Troubleshooting:
Identify and analyze user issues, provide step-by-step assistance, and collaborate with the technical team for complex problem-solving or escalations.
? User Enablement & Training:
Guide customers on effective product usage, offering walkthroughs, training sessions, and reference resources where required.
? Knowledge Base & Documentation:
Contribute to support resources such as FAQs, help guides, and support articles to empower users with self-service options.
? Onboarding Support:
Assist new customers through the onboarding journey to ensure a smooth and confident start with the platform.
? Feedback & Insights:
Collect user feedback and share insights with internal teams to help refine product features and service quality.
? Ticket Management:
Log, monitor, and resolve support requests using the helpdesk system while adhering to defined SLAs.
? Communication & Customer Care:
Maintain a courteous, empathetic, and solution-focused approach across all customer touchpoints.
? Reporting & Metrics:
Prepare and share periodic reports on support trends, performance metrics, and service quality indicators.
Requirements
? Education:
Bachelor's degree in Business, Commerce, Finance, IT, or a related discipline (preferred).
? Experience:
1-3 years of experience in customer support, preferably in SaaS, software, or finance-related environments.
? Communication Skills:
Excellent verbal and written communication abilities.
? Problem-Solving:
Strong analytical mindset with the ability to troubleshoot and resolve user issues effectively.
? Product & Domain Understanding:
Good grasp of software platforms and comfort in explaining technical concepts to non-technical users.
? Tools Knowledge:
Experience using CRM or helpdesk tools such as Freshdesk, Zoho Desk, Zendesk, or similar platforms.
? Customer-First Attitude:
A proactive, patient, and service-oriented mindset.
? Added Advantage:
Awareness of financial workflows, compliance processes, or record-management software.
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
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