Job Description
Position : L1 Support Executive / Customer Support Associate
Location : Remote / Hybrid
Experience : 1–3 Years
About the Role
We are looking for a proactive and customer-focused L1 Support Executive to provide first-level support for our SaaS platform, GoForTherapy.
The ideal candidate will be responsible for handling customer queries, troubleshooting basic issues, managing support tickets, and ensuring a smooth user experience for therapists, clinics, and platform users.
The role requires excellent communication skills, attention to detail, and the ability to coordinate with internal technical teams when issues need escalation.
Key Responsibilities:
Customer Support
Respond to customer queries via email, chat, and support tickets.
Provide first-level troubleshooting for platform-related issues.
Assist users with login issues, account setup, password resets, and basic navigation.
Guide customers on platform features and best practices.
Maintain a high level of customer satisfaction through timely responses.
Ticket Management
Create, track, and manage support tickets.
Categorize issues based on priority and impact.
Escalate technical bugs and complex issues to L2/Engineering teams.
Follow up with customers until resolution.
Product Knowledge
Develop a strong understanding of the GoForTherapy platform.
Assist customers in using platform features effectively.
Document recurring issues and create knowledge base articles.
Monitoring & ReportingMonitor support inboxes and ticket queues.
Track common customer issues and report trends.
Maintain support metrics such as response time and resolution time.
Documentation Update FAQs, user guides, and support documentation.
Record issue resolutions for future reference.
Client Onboarding & Demos
Conduct product/portal demonstrations for prospective and existing clients based on their business requirements.
Explain platform features, workflows, and best practices during demo sessions.
Assist clients during onboarding and answer product-related queries.
Coordinate with internal teams to address specific client requirements identified during demos.
Required Skills
Technical Skills
Basic understanding of SaaS platforms.Familiarity with CRM and ticketing systems (Freshdesk, Zendesk, Intercom, etc.).
Basic understanding of web and mobile applications.
Ability to perform basic troubleshooting.
Soft Skills
Excellent verbal and written English communication.
Strong customer service orientation.
Problem-solving mindset.
Ability to handle multiple tasks simultaneously.
Attention to detail and follow-through.
Preferred Qualifications
Graduate in any discipline.
Prior experience in customer support, helpdesk, or SaaS support.
Experience supporting healthcare, wellness, or therapy platforms is a plus.
Familiarity with ticketing and customer success tools.
Key Performance Indicators (KPIs)
First Response Time (FRT)
Average Resolution Time (ART)
Customer Satisfaction Score (CSAT)Ticket Resolution Rate SLA Compliance
Escalation Accuracy Working Hours 9-hour shift including breaks.
Rotational weekend support if required.
Availability during platform release periods for priority issue handling.
What Success Looks Like90%+ tickets resolved within SLA.
High customer satisfaction ratings.
Accurate issue triaging and escalation.
Consistent maintenance of support documentation.
Positive customer experience across all support channels.
Job Type: Full-time
Department: Customer Success & Support
Reporting To: Product Manager / Customer Success Manager / Operations Lead
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Health insurance
- Provident Fund
- Work from home
Work Location: Hybrid remote in Gurugram, Haryana (Gurugram)
