Support Executive

SquadStack.ai; Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

A tech-driven company in India is seeking a Support Associate to provide high-quality assistance to agents. The role involves utilizing Zoho expertise, effective communication, and strong problem-solving skills. Successful candidates will have at least one year of experience with Zoho and possess excellent communication abilities. This position focuses on maintaining SLAs/KPIs while ensuring agent satisfaction. Join us to thrive in a supportive, collaborative environment.

Qualifications

• Minimum of one year’s experience working with Zoho.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and in a team.
• Prior experience in Chat/email support is preferred.

Responsibilities

• Utilize Zoho to assist agents with technical inquiries.
• Communicate effectively with agents via email, chat, and phone.
• Collaborate with team members to escalate complex issues.
• Document agent interactions and resolutions.
• Maintain SLAs/KPIs.

Skills

Zoho expertise

Excellent communication skills

Problem-solving abilities

Attention to detail

Teamwork

Job description

Overview

As a Support Associate at SquadStack, you will be responsible for providing high-quality support to the agents working with us. Your primary duties will include:

Responsibilities

• Utilising your expertise in Zoho to assist agents with technical inquiries, troubleshooting, and problem resolution.
• Communicating effectively with agents via email, chat, and phone to provide timely and accurate assistance.
• Collaborating with other team members to escalate complex issues and ensure timely resolution.
• Participate in team meetings, training sessions, and continuous learning activities to improve product knowledge and support skills.
• Documenting agent interactions and resolutions.
• Adhering to company policies and procedures to ensure agent's satisfaction
• Maintaining a positive and professional attitude in all agent's interactions.
• Able to create dashboards and share weekly/monthly progress reports.
• Maintain SLAs/KPIs

Requirements

• Minimum of one year’s experience working with Zoho.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Prior experience in Chat/email support or a related field is preferred.