Customer Support Executive

1&dwitiya Technologies; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

1&dwitiya Technologies in Mumbai is seeking an experienced Customer Support Specialist to assist users of our fintech and app-based services. You will handle inquiries, guide users, and ensure smooth app experiences across Android and iOS.

As part of a cross-functional team, you will document issues, escalate when needed, and contribute to FAQs and training materials. A strong communicator with empathy and problem-solving skills will thrive in this role.

Qualifications

• 12 years of experience in customer support, fintech or SaaS.
• Strong English and regional language communication.
• Familiar with mobile apps (Android/iOS) guidance.
• CRM/tools knowledge a plus.

Responsibilities

• Respond promptly to customer inquiries via phone, email, chat, or in-app support tools.
• Resolve app-related issues including login problems, feature navigation, transaction status, bugs, and payments.
• Guide users step-by-step through app features and functionality.
• Maintain professionalism and empathy with customers.
• Document interactions, issues, and resolutions in the support system.
• Escalate unresolved issues to Tech, Product, Ops and follow up.
• Collaborate with Product and Tech to provide feedback based on recurring issues.
• Assist in developing FAQs, help articles, and training materials.
• Meet performance metrics like response time, resolution time, CSAT.
• (Optional) Inform users about additional RentenPe features.

Skills

Customer support experience

English communication

UI/UX guidance

CRM tools

Multitasking

De-escalation

Fast learner

Cross-functional collaboration

Tech-savvy

Regional language

Education

Bachelor's degree

Tools

Freshdesk

Zendesk

Intercom

Job description

Roles & Responsibilities:

• Respond promptly to customer inquiries via phone, email, chat, or in-app support tools.
• Resolve app-related issues including login problems, feature navigation, transaction status, bugs/errors, and payment concerns.
• Guide users step-by-step through app features and functionality.
• Maintain a high level of professionalism and empathy with customers at all times.
• Document customer interactions, issues, and resolutions accurately in the support system.
• Escalate unresolved issues to appropriate internal teams (Tech, Product, Operations) and follow up for closure.
• Collaborate with the Product and Tech teams to provide feedback and insights based on recurring user issues.
• Assist in developing FAQs, help articles, and training materials to improve the support process.
• Meet performance metrics such as response time, resolution time, customer satisfaction, and support quality.
• (Optional) Identify opportunities to inform users about additional RentenPe features or products based on their needs.

Skills Required

• Experience: 12 years in customer support, preferably in a fintech, SaaS, banking, or app-based product environment.
• Strong verbal and written communication skills in English and [insert regional language if needed].
• Familiarity with mobile apps (Android/iOS) and comfort in guiding users through UI/UX.
• Patience, active listening skills, and the ability to de-escalate difficult situations.
• Ability to multitask, prioritize, and manage time effectively.
• Basic knowledge of CRM or support tools (e.g., Freshdesk, Zendesk, Intercom) is a plus.
• Sales experience (preferred but not mandatory) – ability to understand user needs and recommend appropriate features or services.
• Tech-savvy and quick learner with a customer-first attitude.

Preferred Qualifications

• Bachelor’s degree in any discipline.
• Prior experience working with cross-functional teams in a tech-driven company.