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Role :Poduct Suport
Experience : 1-3years
Location -Mumbai(Andheri)
Work Days: 5 Days (Mon - Fri)
Job Description: Product Support Associate This role is perfect for a highly motivated and customer-focused individual who is eager to start their career in the fintech industry. As a Product Support Associate, you'll be the first point of contact for our business teams, helping them navigate and solve day-to-day issues related to our financial lending product. Your primary goal is to provide clear, friendly, and efficient support.
Responsibilities:
● Be a Problem Solver: Answer questions and help the business team with basic technical issues they face while using our product.
● Help and Guide: Provide prompt and accurate assistance to the team via email, chat, or our internal support system.
● Know When to Escalate: Identify and report more complex issues to the senior support or technology teams.
● Keep Things Organized: Log and track all support requests and their resolutions in our system.
● Stay Alert: Watch for any signs of product issues and inform the tech team right away.
Who We're Looking For
● Excellent Communicator: You must be able to explain things clearly and simply, both in writing and speaking.
● A Quick Learner: You should be eager to learn about new product features and technical concepts.
● Customer-Focused: You genuinely enjoy helping people and can handle difficult situations with patience and a positive attitude.
● Team Player: You are willing to collaborate with your team to achieve shared goals.
● Flexible: You are open to working in a support environment and providing coverage on weekends.
Basic Skills Required:
● Proficiency with Excel: Familiarity with basic formulas in Excel is a plus.
● Problem-Solving Mindset: A strong desire to solve problems and find solutions.
Timings: It's a rotational day shift: 10 AM to 7 PM / 11 AM to 8 PM / 12:30 PM to 9:30 PM. Shift may extend to 2:00 PM to 11:00 PM or 3:00 PM to 12:00 AM. WFO/WFH flexibility during these extended hours will follow the HR policy Working Sundays:The last Sunday of every month will be a working day. A compensatory off will be provided the preceding Saturday. Performance Expectations:Daily ticket volume: ~150 tickets.Daily email handling: ~20 emails on average.
