Key Responsibilities
Internship Duration & Conversion
- Internship/ Probation Duration: 6 months
- Full-Time Conversion: Performance-based conversion to a full-time role at the end of the internship period.
Customer Support & Communication
- Act as the first point of contact for customer support requests raised via email or designated support channels.
- Acknowledge customer queries and provide clear, timely, and professional responses.
- Ensure regular follow-ups with customers until issues are resolved and closed.
Ticket Management, Classification & Escalation
- Review and analyze incoming support requests and classify them as per internal support workflows.
- Handle basic product-related queries independently after training.
- Escalate complex or technical issues to the appropriate internal teams with complete and accurate details.
- Coordinate with internal stakeholders to ensure smooth handover and timely resolution of escalated requests.
Cross-Functional Collaboration
- Work closely with:
- Customer Success team for customer communication and expectation management
- Development team for technical issue resolution
- Product team for functional clarifications and product-related feedback
- Project Management team for tracking and prioritizing support-related work
- Share regular updates with relevant stakeholders on ticket progress and resolution status.
Documentation, Reporting & Process Improvement
- Maintain accurate ticket notes, internal comments, and resolution summaries.
- Track basic support metrics such as open tickets, closed tickets, and pending requests.
- Identify recurring issues and common customer queries and share insights with internal teams.
- Assist in maintaining and updating internal documentation, FAQs, and support knowledge base.
Eligibility & Requirements
- Open only to freshers
- Graduate or final year students
- Good written and verbal communication skills.
- Willingness to learn and adapt in a fast-paced SaaS environment.
- Strong attention to detail and ability to manage multiple support requests.
Pay: ₹60,000.00 per year
Benefits:
Work Location: In person
