The Product Support Associate will serve as the first point of contact for clients and internal business teams, providing clear, friendly, and efficient support for a fintech SaaS financial lending product. This role involves troubleshooting, issue escalation, and maintaining accurate records of support requests in a fast-paced environment at Nexthire.
What You'll Do
- Be a Problem Solver: Answer questions and help the business team with basic technical issues they face while using our product.
- Help and Guide: Provide prompt and accurate assistance to the team via email, chat, or our internal support system.
- Know When to Escalate: Identify and report more complex issues to the senior support or technology teams.
- Keep Things Organized: Log and track all support requests and their resolutions in our system.
- Stay Alert: Watch for any signs of product issues and inform the tech team right away.
What We're Looking For
- Excellent Communicator: You must be able to explain things clearly and simply, both in writing and speaking.
- Customer-Focused: You genuinely enjoy helping people and can handle difficult situations with patience and a positive attitude.
- Team Player: You are willing to collaborate with your team to achieve shared goals.
- Flexible: You are open to working in a support environment and providing coverage on weekends.
- Ability to use Postman collections & API calls.
- Basic Understanding of JSON & APIs
- Daily ticket volume: ~150 tickets.
- Daily email handling: ~20 emails on average.
- Target First Response Time (FRT): ~5mins to 2 hours
- Target Average Handle Time (AHT) or Resolution Time: ~4 to 8 mins
- Expected Customer Satisfaction (CSAT) or Quality Score ~90%
Nice to Have
- A Quick Learner: You should be eager to learn about new product features and technical concepts.
- Proficiency with Excel: Familiarity with basic formulas in Excel is a plus.
- Familiarity with specific ticketing/CRM systems like Jira
Technical Stack
- Jira
- Postman
- JSON
- APIs
- Excel
Team & Environment
- Team size: 5000+
- Structure: Support team within a large fintech organization, collaborating with senior support and technology teams.
- Reports to: Senior support or technology teams
Benefits & Compensation
- Remote work with quarterly office visits to Bengaluru for 15 days
- No bond
- Opportunity to work in a fintech SaaS environment leveraging technology and data-science
- Exposure to cloud-native distributed services and real-time streaming technologies
Work Mode
- Hybrid role with Remote work and mandatory quarterly visits to Bengaluru office for 15 days
- Work hours: US shift timings (8:30 EST to 5:30 EST)
- Office locations: Bengaluru, ITPL
This company is an equal opportunity employer. We celebrate diversity and are committed to a work environment that is inclusive and respectful of all individuals.
