Job Description

About the job Please note - This role is specifically for Technical Support Agents for a Tool/Product based company. You must be willing to spend time learning about the product and its features. Our fast-growing start-up is looking to onboard a passionate Technical Support Agent to work with our client\'s customers in identifying, resolving, and preventing product and technical support queries and troubleshooting the same. You must have impeccable reading and writing skills and communication (English) skills. The ideal candidate is empathetic and understands how to resolve customer queries in a prompt, efficient, and conversational manner. The candidate must be well-versed with or willing to learn and use various aspects of a tool/product. It will be important to have an understanding of WhatsApp Business and WhatsApp Business API, along with experience with an understanding of APIs and SaaS-based tools and applications. Responsibilities : Responsible for providing L1/L2 technical enablement for any product issues. Responding to customer queries in a timely and accurate way, via email and video. Ensure that the customer issues are managed within target Service Level Agreements (SLAs). All incoming technical and product inquiries are responded to, in a timely manner. Maintain customer records in the CRM and tag the query and the solution provided. Participate in solution development and publications for the knowledge base resources. Report common user issues, suggest product improvements and convey important feedback. Stay updated on all product features- current, new & in the pipeline. Get on a call with clients to assist them in integrating API Endpoints into third-party applications (CRM, Marketing tools, etc). Follow up with customers to ensure their issues (including basic technical) are resolved. Requirements for this role: 2-4 years of customer support experience. Excellent communication & interpersonal skills. Good knowledge & experience with CRMs. Basic understanding & experience of SaaS-based tools and applications. Excellent at Query Resolution and high level of empathy for customers. Ability to work with cutting-edge technology and assimilate information rapidly. Ability to multitask efficiently under time pressure. Ability to communicate technical aspects to people with non-IT backgrounds. Fluent in English & Hindi (Other languages known would be an added bonus). Job Types: Full-time, Regular / Permanent Salary: 925,000.00 - 958,000.00 per month Benefits:

• Work from home

• Day shift
• Fixed shift