MUMBAI · FULLTIME
Customer Support Agent
Instaweb Labs
Mumbai · onsite · Posted 41d ago
Sourced from
Undisclosed0–3 yrsfulltimeMumbai
About a minute. You'll make an account on the way through.
agent · working
- Read this posting0.6s
- Found the form on Naukri · 12 questions to answer1.4s
- Decided the answers for all of them3.1s
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Section · 01
About this role
- Omnichannel Support Management: Efficiently manage, prioritize, and resolve incoming queries across platforms, including Freshdesk (Ticketing), Fresh chat(Live Chat), and WhatsApp, consistently meeting daily Service Level Agreements (SLAs).
- Technical Troubleshooting: Diagnose and provide precise, step-by-step solutions for technical issues related to the website builder, domain setup, hosting, and e-commerce functionalities. Utilize internal knowledge bases and resources effectively.
- Issue Ownership and Resolution: Maintain end-to-end ownership of all customer cases, ensuring proactive follow-up and verification until the user confirms the issue is 100% resolved.
- Cross-Functional Coordination: Act as the voice of the customer, liaising with Product, Engineering, and Tech teams to escalate critical bugs, report persistent pain points, and communicate user feedback for product enhancement.
- Quality Assurance: Ensure every interaction upholds the highest standard of professionalism and empathy, contributing directly to high Customer Satisfaction (CSAT) scores.
Sourced from naukri
Section · 02
Skills
Customer SupportTroubleshootingTechnical TroubleshootingQuality Assuranceticketing