Customer Support Associate

ZIGRAM; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

ZIGRAM is seeking a client-focused support professional in Gurugram to help clients navigate our SaaS applications. The role involves resolving user issues, guiding customers through product features, and collaborating with internal teams to improve the Help Center and documentation.

Ideal candidates have 2-4 years in B2B SaaS support, preferably in Fintech, and comfort with CRM/ticketing tools. This is an on-site role based in Gurugram, with a focus on delivering empathetic, timely resolutions.

Qualifications

• 2-4 years of experience in a B2B SaaS product support role, preferably Fintech or payment aggregation.
• Experience with Fintech/regulatory compliance products is a plus.
• Familiarity with CRM tools (Zoho Desk or similar) and ticketing systems.

Responsibilities

• Develop deep knowledge of ZIGRAM applications and solutions.
• Diagnose bugs vs. defects impacting client workflows and suggest improvements.
• Assist clients through troubleshooting and how-to guidance on features.

Skills

Customer support

Communication skills

Problem solving

Time management

Empathy

Stakeholder management

Tools

Zoho Desk

Job description

Role & responsibilities

• Develop deep knowledge of the ZIGRAM applications and solutions
• Be well versed in the intricacies of the applications to understand default logics and behaviors.
• Accurately discerning between bugs and defects that impair client workflows versus areas of improvements that enhance client usage.
• Occasionally participate in user testing sessions to evaluate the quality and suitability of new features for clients.
• Client Support and Troubleshooting:
• Engage with clients to effectively resolve user issues & technical issues.
• Use interpersonal and communication skills to guide clients through pertinent questioning to successfully comprehend the issue at hand and see to its resolution promptly.
• Answer how-to questions and provide personalized solutions to assist clients with navigating through the various features on ZIGRAM applications.
• Collaborate internally with fellow Associates to prioritize and/or elevate support cases and occasionally conduct knowledge sharing sessions for the team.
• Show composure, resilience, and adaptability as client needs evolve and case volume changes.
• Participate in ad-hoc special projects within the department to contribute to the Help Center, our self-serving knowledge base for clients.
• Product Collaboration
• Active member of the Client Support Team
• Proactively identify opportunities to develop solutions that help the team achieve common goals.
• Participate in maintaining an internal self-serving knowledge base with updated training processes, workflows, and/or documentation.
• Collaborate with internal teams such as sales team, other operations teams, and management as a point of contact for client support.

Preferred candidate profile

• 2-4 years as a B2B SaaS product support executive / Support executive with a Fintech company/ Payment aggregator.
• Understanding of the Fintech/ Regulatory compliance products and solutions is a plus
• Experience using CRM tools i.e., ZOHO desk or any other ticketing application
• Solutions-oriented and strive to refine your skills everyday.
• Display diplomacy, tact, and poise under pressure when working through client issues.
• Have a talent for building rapport, managing expectations, and diffusing tense situations with ease.
• Organizational and prioritization skills with attention to detail
• Ability to prioritize different projects and stay on schedule
• Proficient with the Microsoft Office Suite
• Ability to listen, empathize and resolution mindset