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Support Associate

Hack2skillNoida, Uttar Pradesh, India

6 days ago

Salary

₹25,000.00 monthly

Job description

Support Associate – Job Description

Job Location :

A-14, 4th Floor, Eco Tower, Sector 125, Noida, Uttar Pradesh 201303

About the Role :

We are seeking an experienced

Support Associate
with a minimum of 2 years in a user support or client-facing role. The ideal candidate should possess strong problem-solving abilities, excellent communication skills, and a proven track record of managing user queries and enhancing user satisfaction. This role involves ownership of user interactions, refining internal support processes, and contributing to cross-functional collaboration.

Compensation : 25000 Rs PM

Key Responsibilities :

Handle user queries and concerns through email, chat, and phone with professionalism and empathy.

Troubleshoot and resolve complex issues effectively and efficiently, escalating when required.

Maintain accurate documentation of user interactions, resolutions, and feedback.

Collaborate closely with product, tech, and operations teams to streamline user experience and resolve recurring issues.

Contribute to the development of internal knowledge bases, FAQs, and response scripts for various projects.

Analyze support trends and proactively suggest improvements in processes or user communication.

Train and mentor new team members as needed and contribute to team performance metrics.

Ensure timely follow-ups and maintain high user satisfaction scores.

Requirements :

Minimum 1 year of experience in user support or a similar role.

Strong command over written and verbal communication in English (Hindi is a plus).

Ability to handle high-pressure situations with a calm and solution-oriented approach.

Proficient in using CRM or ticketing tools such as Freshdesk, Zendesk, or similar platforms.

Familiarity with standard operating procedures in a support environment.

Strong time management and organizational skills.

A user-first attitude with an ownership mindset.