Job Description
Handle live chats and support tickets across multiple channels on a daily basis
Maintain an Average Response Time (ART) of under 1 minute, as live chat is our primary support channel
Consistently achieve a CSAT score of 4/5 or higher
Meet defined SLA targets for first response and resolution across chats, tickets, and WhatsApp support
Provide timely and accurate WhatsApp support with a customer-first approach
Close a high volume of support tickets each month without compromising on quality
Troubleshoot issues efficiently and provide clear solutions to ensure customer retention
Take ownership of issues until resolution and coordinate with internal teams when escalation is required
Required Skills & Experience
Prior experience in Technical Support, preferably for VoIP / Telecom / SaaS products
Strong hands-on experience in troubleshooting application-based software
Basic understanding of VoIP concepts such as call flow, DID numbers, carriers, and call logs
Excellent written/Verbal communication skills
Ability to work in a fast-paced, performance-driven support environment
Comfortable working with support metrics like CSAT, SLA, ART, and ticket closure targets
Pay: ₹30,000.00 - ₹35,000.00 per month
Benefits:
Work Location: In person
