Associate/Sr.Associate - Customer Support

Mostedge; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Mostedge in Hyderabad, India, is seeking a customer support specialist to handle advanced inquiries from c-store customers via phone, email, and live chat, focusing on POS, back-office, hardware, and network issues.

You will use English and Hindi to communicate with a diverse customer base, diagnose and resolve problems, collaborate with internal teams, and help improve processes while mentoring peers.

Qualifications

• Experience in high-volume customer support
• Strong problem-solving and troubleshooting skills
• Excellent written and verbal communication in English and Hindi

Responsibilities

• Provide advanced support to c-store customers via phone, email, and live chat, addressing inquiries and resolving issues related to POS systems, back-office solutions, hardware, network, and other services.
• Diagnose and troubleshoot complex technical problems, guiding customers through step-by-step solutions.
• Escalate critical issues to higher-level support teams and ensure a seamless resolution process.
• Maintain detailed records of customer interactions, including inquiries, issues, and resolutions in the CRM system.
• Monitor and manage customer service tickets, ensuring timely follow-up and resolution.

Job description

KEY RESPONSIBILITIES:

• Provide advanced support to c-store customers via phone, email, and live chat, addressing inquiries and resolving issues related to POS systems, back-office solutions, hardware, network, and other services.
• Utilize language skills (English,Hindi) to communicate effectively with a diverse customer base.
• Diagnose and troubleshoot complex technical problems, guiding customers through step-by-step solutions.
• Escalate critical issues to higher-level support teams and ensure a seamless resolution process.
• Maintain detailed records of customer interactions, including inquiries, issues, and resolutions in the CRM system.
• Monitor and manage customer service tickets, ensuring timely follow-up and resolution.
• Collaborate with internal teams (e.g., technical support, product development) to provide comprehensive solutions to customer problems.
• Mentor and assist other customer service representatives, providing guidance and support as needed.
• Continuously update knowledge of company products and services to provide accurate information and support.
• Participate in training sessions and workshops to improve customer service skills and technical knowledge.
• Contribute to the development and improvement of customer service processes and resources.

Scope:

• Respond to customer inquiries across channelsphone, email, chat, and social media. Provide accurate information on products, technical issues, and more.
• Troubleshoot problems, resolve complaints, and
• Assist with onboarding, explain product features, offer best-practice usage tips, and support technical troubleshooting
• Log interactions, resolutions, and follow-up steps in CRM/helpdesk systems for future reference and quality control

Outcomes:

• Aim to resolve customer inquiries on the first interaction.
• Reduce the need for repeat contacts or escalations.
• Handle calls, emails, or chats efficiently without compromising quality.
• Meet predefined time benchmarks while maintaining accuracy.
• Convert negative experiences into positive outcomes.
• Help improve customer lifetime value through excellent service.