Author Support Associate

Notion Press Media Pvt. Ltd; Chennai District; On-site; INR 250,000 - 400,000; Full time

Benefits offered by this job

Employee Stock Options

Paid Time Off

Healthcare

Job summary

Notion Press Media Pvt. Ltd is seeking a driven, self-motivated candidate to join our growing organization in Chennai, India.

In this role you will manage customer tickets, record and escalate issues, and coordinate with authors and internal teams to ensure timely progress and high-quality product outcomes. You will handle inbound/outbound queries, maintain clear communication, and deliver regular status reports to the Team Manager.

Qualifications

• 0-2 years of customer-facing experience.
• Experience in handling customer queries – inbound/outbound calls & tickets.
• Willing to go the extra mile when required.
• Regional language knowledge is an advantage – Hindi compulsory.
• Knowledge about books and a passion towards customer service.

Responsibilities

• Managing tickets and updating authors on status and progress daily.
• Recording, managing and escalating issues as needed.
• Resolving cross-functional issues at the subordinate level.
• Managing scope of issues, change control and escalation when necessary.
• Monitoring issue progress and intensity and providing status reports to the Team Manager.
• Liaising with authors and internal teams to update progress to the Team Manager.
• Ensuring the quality of the product meets industry standards with authors.
• Overseeing ticket evaluation and dissemination activities.
• Delivering planned deliverables associated with tickets.

Skills

Communication skills

Organizational skills

Multi-tasking

Tools

Ticketing system

Job description

We are seeking a driven, self-motivated candidate to join our growing organization.

IN THIS ROLE YOU WILL :

• Managing tickets

• Recording and managing issues and escalating where necessary

• Resolving cross-functional issues at the subordinate level

• Manage the scope of the issue and change control and escalate issues where necessary

• Monitor the issues’ progress and intensity

• Provide status reports to the Team Manager

• Liaise with authors, internal teams, and updates progress to team Manager

• Customer Service, updating author on ticket’s status and progress on a daily basis

• Work closely with authors to ensure the quality of the product meets industry standards

• Manage ticket evaluation and dissemination activities

• Is accountable for the delivery of planned deliverables associated with the ticket

• Providing regular status reports to the Team Manager

Requirements

• 0-2 years of customer facing experience

• Excellent communication skills; both verbal and written

• Exceptionally Organized and has expert multitasking skills

• Experience in handling customer queries – Inbound / Outbound calls & Tickets

• Willing to work the extra mile when required

• Regional Language knowledge is an advantage – Hindi Compulsory

• Previous experience in handling queries through Ticketing system and Service level adherence

• Knowledge about books & a passion towards customer service

Benefits

Our benefits package includes the best of what leading organizations provide, such as:

• A flat and transparent culture and chance to work with the leadership team of a high growth startup

• Best learning and development opportunities, a chance to have a big impact in a hyper growth setup

• The possibility of having a huge societal impact - we help writers fulfill their dreams and our books reach hundreds of thousands of readers in India

• Other Benefits - Employee Stock Options, Paid Time Off for Annual Vacations, Healthcare and Insurance.