Associate - Customer Support
Outscale Partners
- Location
- Gurugram, Haryana, India
- Job type
- Full-time
Required skills
- communication skills
- GitHub
- SaaS
- ticketing
About the role
Website:
outscalepartners.com
Job details:
Operations Management
- Demonstrate sufficient product and service knowledge to address all inquiries accurately.
- Safeguard customer confidentiality, ensuring all sensitive information is used solely for official purposes.
- Connecting with relevant stakeholders for the issue resolution.
- Manage day-to-day support requests through email and ticketing platforms.
- Respond to customer queries within defined SLA timelines and ensure timely closure of requests.
- Investigate issues related to jobs, schedules, vendors, customers, accounts, platform data, etc.
- Coordinate with Development and internal stakeholders to follow up on technical issues and ensure clear ownership through resolution.
- Maintain accurate updates in ticket trackers, support tools, and internal systems.
- Identify recurring issues and escalate potential system/process gaps to the appropriate team.
- Communicate clearly with various teams/users while maintaining a professional tone.
- Ensure proper documentation of issues, actions taken, dependencies, and final resolutions.
Skills and Knowledge
- Should possess good email writing skills
- Strong communication skills with fluency in English
- Friendly and approachable attitude, with the ability to build rapport with customers.
- Proficiency in Excel, Google Sheets, PowerPoint, and basic computer skills.
- Quick learner, able to adapt to new tools and processes swiftly.
- Work US ET shift hours
- Hybrid work culture
Qualifications
- Bachelor’s or Master’s Degree.
- Basic computer knowledge with Excel and PowerPoint skills essential.
Must have skills
- Strong written and verbal communication
- Strong attention to detail
- Ability to investigate issues and identify root causes
- Strong ownership and accountability for assigned tasks
Good to have skills
- Experience in Operations, Customer Support, SaaS Support,
- Exposure to GitHub tools is an advantage
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