Saturday, February 10, 2018

Customer Support


Job typeTemporary


Experience1 - 2 Years

Customer Support level 2

         Working on the Level 2 tickets with accuracy and within the agreed SLAs

         Liaising with Product/QA/Dev/Sales teams to solve issues on priority

         Identifying potential issues in the product and proactively report to the concerned teams

         Suggesting process improvement plans on an ongoing basis

         Act as subject matter experts and assist in operations in the absence of supervisors

         Providing floor Support and constructive coaching to L1 agents

         Being the second line support for customers over emails/calls/chats, addressing 60-80 issues a day

         Consistently providing outstanding customer service by meeting/exceeding the needs of the customer/organization and achieving the defined quality metrics

         Ensuring speedy resolution of customer issues while maintaining high customer satisfaction

         Helping fix any bugs that crop up in the product and contribute to the betterment of the company

         Striving to deliver a WOW! effect for our customers, to further enhance their perception of our product and company

         Achieving the KRAs

         Maintaining punctuality and proper time management

         Ensuring Login and Break adherence

         Working as per the scheduled roster

         Carrying out tasks without follow-up

Who should apply for this role?


You should if you are:

  • Experienced in Chat/Email/Phone/Back-end customer support
  • An experienced graduate with good understanding of the industry.
  • Extremely passionate about technology and well-versed with and highly interested in Internet, mobile communication and smartphones
  • Excellent in communication and can explain concepts accurately
  • Able to understand the mobile payment industry
  • A good team player and particularly good at building rapport with customers
  • Able to handle large volumes of chats/emails/calls independently with a high level of drive, initiative and self-motivation. Approx.120 interactions per day
  • Able enjoy working in a fast paced and dynamic environment full of young, overachieving enthusiasts
  • Proficient in English, Hindi and any one Regional Language
  • Customer centric and Self motivated
  • A logical thinker & a quick learner
  • Organized, well-mannered and punctual
  • Good at typing speed- 25 WPM with 95% accuracy
  • Working knowledge in MS Excel
  • Possess more than 95% of accuracy in data verification

Educational Qualifications & Experience

  • Graduate from any stream (Tech is preferred)
  • Minimum 1 - 2 years


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Reference number HCS#76317/14

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