This role is primarily intended for candidates based in India, as the position is part of our India development and support team. The selected candidate will collaborate closely with our India-based technical members and work within the team's established workflows, time zones, and project structure.
- Provide customer support for technology products through chat and phone calls, delivering clear, professional communication with strong English speaking skills.
- Manage support tickets, escalations, and customer resolutions using Freshdesk and Zoho, ensuring timely responses, accuracy, and high customer satisfaction.
- Configure, maintain, and improve AI Agent automation in Freshdesk (smart responses, workflows, knowledge suggestions) to enhance response efficiency and reduce manual load.
- Track, categorize, and document customer issues while maintaining accurate ticket records and ensuring proper follow-ups within SLA timelines.
- Create and maintain support documentation, including FAQs, knowledge base articles, step-by-step guides, troubleshooting documents, and internal process notes.
- Gather insights from customer interactions and provide feedback to product and engineering teams for improvements, bug reporting, and feature requests.
- Follow support processes consistently, ensure quality of responses, and escalate issues appropriately when deeper technical support is required.
Requirements
- Experience working with Freshdesk (mandatory), including AI Agent, automations, and workflow configuration.
- Experience working with Zoho (Desk, CRM, or support modules).
- Prior experience providing support for technology products (software, hardware, SaaS, or digital platforms).
- Strong English communication skills, both in written and spoken formats.
- Experience writing support documentation, knowledge base content, and FAQ articles.
- Understanding of ticket management, SLA, escalations, customer communication, and support workflow standards.
