Associate - Customer Support

Outscale Partners; Gurugram District; Hybrid; INR 500,000 - 900,000; Full time

Benefits offered by this job

Hybrid work culture

Job summary

Outscale Partners is seeking an Operations Management professional in Gurugram to handle customer inquiries with product knowledge, maintain confidentiality, and collaborate with cross-functional teams to resolve issues. The role requires strong communication and organizational skills.

Hybrid work culture and US East shift hours are part of the expectations, with focus on timely ticket closure and documentation.

Qualifications

• Excellent written and verbal communication skills.
• Ability to investigate issues and identify root causes.
• Strong ownership and accountability for assigned tasks.

Responsibilities

• Demonstrate product and service knowledge to address inquiries accurately.
• Safeguard customer confidentiality and use data strictly for official purposes.
• Coordinate with stakeholders to resolve issues.
• Manage day-to-day support requests via email and ticketing systems.
• Respond to queries within defined SLA timelines and close requests timely.
• Investigate issues related to jobs, schedules, vendors, customers, accounts, platform data, etc.
• Coordinate with Development and internal teams to follow up on technical issues and ensure clear ownership.
• Maintain updates in ticket trackers and internal systems.
• Identify recurring issues and escalate system/process gaps to the appropriate team.
• Communicate clearly with teams/users in a professional tone.
• Document issues, actions taken, dependencies, and final resolutions.

Skills

Strong written communication

Strong verbal communication

Attention to detail

Root cause analysis

Ownership and accountability

Email writing skills

Education

Bachelor’s or Master’s Degree

Tools

Excel

Google Sheets

PowerPoint

Job description

Operations Management

• Demonstrate sufficient product and service knowledge to address all inquiries accurately.
• Safeguard customer confidentiality, ensuring all sensitive information is used solely for official purposes.
• Connecting with relevant stakeholders for the issue resolution.
• Manage day-to-day support requests through email and ticketing platforms.
• Respond to customer queries within defined SLA timelines and ensure timely closure of requests.
• Investigate issues related to jobs, schedules, vendors, customers, accounts, platform data, etc.
• Coordinate with Development and internal stakeholders to follow up on technical issues and ensure clear ownership through resolution.
• Maintain accurate updates in ticket trackers, support tools, and internal systems.
• Identify recurring issues and elevate potential system/process gaps to the appropriate team.
• Communicate clearly with various teams/users while maintaining a professional tone.
• Ensure proper documentation of issues, actions taken, dependencies, and final resolutions.

Skills and Knowledge

• Demonstrate sufficient product and service knowledge to address all inquiries accurately.
• Safeguard customer confidentiality, ensuring all sensitive information is used solely for official purposes.
• Connecting with relevant stakeholders for the issue resolution.
• Manage day-to-day support requests through email and ticketing platforms.
• Respond to customer queries within defined SLA timelines and ensure timely closure of requests.
• Investigate issues related to jobs, schedules, vendors, customers, accounts, platform data, etc.
• Coordinate with Development and internal stakeholders to follow up on technical issues and ensure clear ownership through resolution.
• Maintain accurate updates in ticket trackers, support tools, and internal systems.
• Identify recurring issues and elevate potential system/process gaps to the appropriate team.
• Communicate clearly with various teams/users while maintaining a professional tone.
• Ensure proper documentation of issues, actions taken, dependencies, and final resolutions.
• Should possess good email writing skills
• Strong communication skills with fluency in English
• Friendly and approachable attitude, with the ability to build rapport with customers.
• Proficiency in Excel, Google Sheets, PowerPoint, and basic computer skills.
• Quick learner, able to adapt to new tools and processes swiftly.
• Work US ET shift hours
• Hybrid work culture

Qualifications

• Bachelor’s or Master’s Degree.
• Basic computer knowledge with Excel and PowerPoint skills essential.

Must have skills

• Strong written and verbal communication
• Strong attention to detail
• Ability to investigate issues and identify root causes
• Strong ownership and accountability for assigned tasks

Good to have skills

• Experience in Operations, Customer Support, SaaS Support,
• Exposure to GitHub tools is an advantage