Customer Service Associate

SID Global; Bengaluru Urban; Vor Ort; INR 300.000 - 540.000; Vollzeit

Zusammenfassung

SID Global is hiring Customer Service Associates to act as the frontline for customers, handling inquiries via email, chat, and ticketing tools. You will troubleshoot issues, escalate complex problems to engineering, and ensure customers have a smooth experience with our product.

You will collaborate with Product, Program, and Engineering teams to resolve issues, improve customer experience, and contribute to help center content.

Qualifikationen

• 1–3 years of customer support or customer-facing experience.
• Excellent written and verbal communication skills.
• Strong problem-solving and troubleshooting ability.
• Highly organized and detail-oriented.
• Comfortable working in a fast-paced, ambiguous environment.

Aufgaben

• Respond to customer inquiries via email, chat, and ticketing tools.
• Triage, troubleshoot, and resolve product issues.
• Escalate complex technical problems to engineering with clear documentation.
• Follow up with customers to ensure issues are fully resolved.
• Maintain empathy and professionalism in all interactions.
• Identify recurring issues and suggest improvements to reduce support volume.
• Create and update help center articles, FAQs, and support documentation.
• Track support metrics (response time, resolution time, CSAT) and help build/improve workflows.

Kenntnisse

Customer support experience

Communication skills

Problem-solving

Organized and detail-oriented

Adaptability

Tools

Ticketing tools

SQL

APIs

Debugging workflows

Jobbeschreibung

We are looking for Customer Service Associates to be the front line for our customers. This role will handle inbound questions, troubleshoot issues, and ensure customers have a smooth experience using our product. You will work closely with Product, Program and Engineering teams to resolve issues and improve customer experience.

Core Responsibilities

Customer Support:

• Respond to customer inquiries via email, chat, and ticketing tools.
• Triage, troubleshoot, and resolve product issues.
• Escalate complex technical problems to engineering with clear documentation.
• Follow up with customers to ensure issues are fully resolved.

Customer Experience:

• Maintain a high level of empathy and professionalism in all interactions.
• Identify recurring issues and suggest improvements to reduce support volume.
• Create and update help center articles, FAQs, and support documentation.

Operations & Process:

• Track support metrics (response time, resolution time, CSAT).
• Help build and improve support workflows and playbooks.
• Collaborate with Product/Engineering to share customer feedback.

Required Skills & Qualifications

Must-Have:

• 1–3 years of customer support or customer-facing experience
• Excellent written and verbal communication skills.
• Strong problem-solving and troubleshooting ability.
• Highly organized and detail-oriented.
• Comfortable working in a fast-paced, ambiguous environment.

Nice-to-Have:

• Experience with ticketing tools.
• Experience working with customers in construction / finance.
• Basic technical skills (SQL, APIs, or debugging workflows)
• Experience creating help center or knowledge base content.