Tech Support Associate

Join inFeedo, the leading predictive people analytics company using AI to empower HR and make employees feel heard and valued. We're growing 400% YoY, with 275+ clients like Byju's, GE, and Makemytrip, and our goal is to make our engagement bot, Amber, a friend at work for 100 million employees worldwide. We're a young, ambitious, and passionate team guided by strong values and driven to break the rules and rewrite the employee experience.

As a Tech Support Associate, your primary focus will be to enhance the overall customer experience through efficient and streamlined operations. Your key result areas (KRAs) will revolve around Customer Satisfaction (CSAT) and First Response Time (FRT)

No. of positions: 2

What will you be doing?

1. Address customer inquiries, concerns, and issues with a high level of professionalism and customer-centricity.

2. Investigate and resolve customer queries, ensuring accurate and satisfactory solutions.

3. Collaborate with cross-functional teams to address complex issues and escalate when necessary.

4. Ensure customers grasp InFeedo's value by understanding their specific use cases.

5. Develop and maintain in-depth knowledge of our products/services to effectively assist customers.

6. Contribute to the development and enhancement of internal knowledge base resources.

7. Collaborate closely with CSMs, aiding with day-to-day tasks.

8. Promptly escalate intricate issues to the relevant departments for resolution.

9. Analyze customer feedback for insights on areas to improve and potential feature enhancements.

10. Keep customer records and interactions accurate and up-to-date in the CRM system.

This role offers exciting opportunities to interact with some senior industry leaders (CHRO's, CXO's) and build long-lasting customer relationships that create deep customer satisfaction and product adoption. Go for the extra mile, by not only solving their issues but delighting them thanks to your simple, efficient and caring communication.

Who will you work with?

Suvo, Palash, Sam and of course the rest of the jovial inFeedo team.

Requirements

What skills do you need?

• If you are a Fresher :
  • A natural inclination to being curious

    • Research-driven

    • Good searching skills on the internet

  • Excellent communication. You have a way with people and particularly good explanation skills

  • Ability to complete large volumes of work quickly and independently with a high level of drive, initiative, and self-motivation

  • Good to have skills

    • Understanding APIs and webhooks

    • Customer success metrics

  • Must have skills:

    • Remote work etiquettes

• If you are an Experienced :

  • B2B SaaS or Enterprise Product Support

  • Worked in an environment, which involved:

    • Service Level Agreements (First Response Time, Turn Around Time, etc)

    • Customer Satisfaction Scores

    • Knowledge Base Article documentation

  • Would prefer experience with any or all of the following:

    • Slack

    • Zendesk

    • Jira

    • Metabase

    • Salesforce

    • Postman

  • Must have skills:

    • Previous experience in customer service or customer-facing roles.

    • Remote work etiquettes

What happens after you apply?

1. Step 1: Within 15-20  days of your application - which is wholesome, original & expressive - our People Team will reach out to you for a quick chat.
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