Job Title: Analyst/Associate (Helpdesk), Customer Success Operations
Department: Customer Success
Location: Pune
Role overview
we are looking for a proactive, detail-oriented and customer-focused candidate for our Helpdesk Operations role in Customer Success . In this role, you will be
the first point of contact for addressing support tickets raised by our customers' employees,
ensuring prompt and effective resolution of B2B and B2C queries. You will play a critical role in delivering exceptional support, enhancing customer satisfaction, and contributing to the overall
performance of our helpdesk and support desk operations. Your goal: ensure high satisfaction,seamless resolutions, and minimal ticket reopening.
Key Responsibilities:
Ticket Management:
- Manage and respond to queries received through the helpdesk mailbox using ticket
management tools.
- Prioritize, categorize, and resolve support tickets efficiently and effectively, ensuring
adherence to Process and SLAs.
Customer Query Resolution:
- Address customer admin and employee queries related to equity management processes
with clarity and accuracy.
- Draft professional and customer-friendly responses to minimize ticket reopening after
resolutions.
Communication:
- Liaise with internal teams to resolve complex queries and provide timely updates to
customers and their employees.
- Communicate clearly and confidently in English, ensuring customer satisfaction at every
touchpoint.
Documentation s Reporting:
- Maintain detailed records of all support interactions, resolutions, and follow-ups in the
ticketing system.
- Generate and share periodic helpdesk performance reports with the leadership team.
Process Improvement:
- Analyze recurring issues and work with internal stakeholders to improve workflows and
reduce ticket volumes.
- Suggest enhancements to FAQs, knowledge bases, and automated responses for
efficiency.
Helpdesk Ownership:
- Ensure the overall performance of the helpdesk in terms of ticket resolution time, quality of responses, and customer satisfaction.
- Act as a key contributor to maintaining a customer-centric helpdesk environment.Required Skills
Qualifications:
- Customer-Centric Mindset: Passion for delivering exceptional customer and employee
support outcomes and building lasting relationships.
- Product Knowledge: Good understanding of B2B product lifecycles, SaaS solutions, and
fintech systems.
- Education: Bachelor’s degree in any discipline (preferably in Business, IT, or related fields,
MBA is a plus).
- Language Proficiency: Fluency in English with excellent written and verbal communication
skills.
o Proficiency in using ticket management tools (e.g., Zendesk, Freshdesk, or similar
platforms).
o Strong knowledge of MS Office, particularly Excel and Word.
o Problem-solving mindset with an eye for detail.
o Empathy and customer-centric approach to resolving queries.
o Ability to work in a fast-paced environment and manage multiple tasks.
- Experience: 2-3 years in a customer support/helpdesk role, preferably in B2B product plus
services focused company.
Preferred Qualifications:
- Experience in equity management, HR software, or financial technology solutions is a plus.
- Exposure to creating knowledge bases and FAQs for customer support operations.
- Bachelor's degree in business, finance, or a related field is preferred (MBA is a plus).
- Previous experience in customer support role, webchat process, email process - preferably
in a B2C environment.
- Familiarity with ESOP is a plus
Job Type: Full-time
Pay: ₹200,000.00 - ₹350,000.00 per year
Work Location: In person
