Associate- Customer support

Spocto Solutions Pvt Ltd; Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

A growing technology firm in Mumbai is seeking a Customer Support Agent to bridge Operations and Engineering. The role involves resolving technical issues, managing tickets, and supporting process improvements. Ideal candidates should have a degree in IT, strong analytical skills, and 1–3 years in a technical support role. Experience with tools like Jira is preferred, and excellent communication abilities are essential.

Qualifications

• 1–3 years in a technical support, product support, or operations support environment.
• Good understanding of system workflows, APIs, or basic SQL (preferred).
• Excellent communication and coordination abilities.
• Strong analytical and troubleshooting skills.

Responsibilities

• Manage and resolve technical issues efficiently within defined SLAs.
• Collaborate with Engineering to analyse and resolve reported system bugs.
• Serve as a communication link between Operations and Engineering.
• Track, prioritise, and close issue tickets using tools like Jira or Freshdesk.
• Identify patterns and escalate for long-term fixes.
• Maintain detailed records of issues and resolutions.
• Provide feedback to enhance platform performance.
• Support the Operations team with technical queries.

Skills

Technical aptitude

Problem-solving

Communication

Analytical skills

Multi-tasking

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

Jira

Freshdesk

Zendesk

Job description

Yubi stands for ubiquitous. But Yubi will also stand for transparency, collaboration, and the power of possibility.

From being a disruptor in India’s debt market to marching towards global corporate markets from one product to one holistic product suite with seven products.

Yubi is the place to unleash potential. Freedom, not fear. Avenues, not roadblocks. Opportunity, not obstacles.

Job Description

About the Role: We are looking for a Customer Support Agent who will act as a bridge between the Operations and Engineering teams, ensuring timely resolution of technical issues and effective cross-functional communication. The ideal candidate will have a strong technical aptitude, problem-solving mindset, and the ability to translate operational concerns into actionable insights for the engineering team.

• Issue Resolution: Manage and resolve technical issues raised by the Operations team efficiently and within defined SLAs.
• Coordination with Engineering: Collaborate with Engineering to analyse, troubleshoot, and resolve reported system bugs, data mismatches, or workflow errors.
• Cross-Team Communication: Serve as a communication link between Operations and Engineering, ensuring updates and technical findings are clearly shared.
• Ticket Management: Track, prioritise, and close issue tickets using tools such as Jira, Zendesk, or Freshdesk.
• Root Cause Analysis: Identify patterns and recurring issues, escalating to Engineering for long-term fixes.
• Documentation: Maintain detailed records of issues, resolutions, and known error documents for future reference.
• Process Improvement: Provide feedback to Product and Engineering teams to enhance platform performance and usability.
• Operational Support: Support the Operations team with technical queries, data validation, and process alignment.

Requirements: 1.Education: Bachelor’s degree in Computer Science, Information Technology, or any related field. 2.Experience: 1–3 years in a technical support, product support, or operations support environment. 3.Technical Skills: Good understanding of system workflows, APIs, or basic SQL (preferred). 4.Experience with ticketing tools (e.g., Jira, Freshdesk). 5.Soft Skills:Excellent communication and coordination abilities. 6.Strong analytical and troubleshooting skills. 7.Ability to manage multiple priorities and work under pressure. 8.Detail-oriented and proactive.