Responsibilities
- Deliver initial technical assistance by understanding customer concerns, identifying problems, and applying timely solutions.
- Walk customers through diagnostic steps, solution methods, and procedural guidance to resolve technical difficulties.
- Keep thorough and precise logs of all customer communications, technical issues, and resolution outcomes in the support ticketing platform.
- Forward advanced technical cases to higher-tier support teams with clear documentation and context when required.
- Inform customers about product capabilities, usage methods, and recommended practices to improve their product engagement.
- Coordinate with internal teams including product development and quality assurance to share customer insights and suggest product improvements.
- Maintain current expertise on product updates and evolving industry standards to strengthen support quality and operational efficiency.
- Train and observe alongside experienced team members to learn core responsibilities and team workflows.
- Perform additional duties as assigned to support organizational goals and evolving business requirements.
Work Arrangement
On-site — Chennai
Other
This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.
