Customer Support Analyst

Job Summary:
We are looking for a detail-oriented and customer-focused Support Analyst to join our team. In this role, you will be responsible for handling customer queries, troubleshooting issues, analyzing support trends, and ensuring timely resolution. You will work closely with cross-functional teams to improve support processes and enhance customer satisfaction.

Roles and Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot technical and non-technical issues related to products or services.
• Analyze recurring issues and escalate them to the appropriate teams with proper documentation.
• Maintain detailed records of customer interactions, issues, and resolutions.
• Collaborate with internal teams (Product, Engineering, Sales, QA) to resolve complex issues.
• Monitor system alerts, logs, and reports to proactively identify potential issues.
• Prepare daily/weekly reports on support performance and trends.
• Ensure adherence to SLAs and internal quality standards.
• Assist in creating knowledge base articles, FAQs, and documentation to support customers and team members.
• Provide suggestions for improving support processes and product experience.

Job Types: Full-time, Permanent, Fresher

Pay: ₹15,000.00 - ₹30,000.00 per month

Work Location: In person