Key Responsibilities

• Handle customer/user queries related to our applications, software products, and services through live chat, email, and ticketing systems.
• Understand and troubleshoot basic application-related and technical issues faced by users.
• Provide clear, simple, and step-by-step guidance to users for resolving their issues.
• Assist users with application features, functionality, account-related issues, and basic troubleshooting.
• Identify issues that cannot be resolved at the support level and escalate them to the relevant technical/development team.
• Follow up on reported issues and ensure timely resolution or proper communication with the user.
• Maintain accurate records of customer queries, issues, solutions, and follow-ups.
• Coordinate with internal teams such as Development, QA, and Product teams whenever required.
• Stay updated with new application features, product updates, changes, and troubleshooting procedures.
• Ensure professional, polite, and customer-friendly communication while handling support requests.

Required Skills

• Good written and verbal English communication skills.
• Basic understanding of computers, internet, web applications, mobile applications, and common technical issues.
• Ability to understand a user's problem and explain the solution in a simple and easy-to-follow manner.
• Good problem-solving and logical thinking skills.
• Comfortable working with chat, email, ticketing systems, and support tools.
• Ability to multitask and handle multiple customer queries efficiently.
• Customer-focused attitude with patience and a willingness to help.
• Quick learner who can understand and adapt to new applications, products, and technical processes.
• Basic knowledge of troubleshooting is an added advantage.