Customer Service Representative

About the Role

mKonnekt LLC is seeking a motivated, enthusiastic, and customer-oriented Technical Customer Service Representative. This role involves understanding customer concerns, identifying basic issues, and providing timely assistance. The ideal candidate will be eager to learn and develop sound knowledge of the mKonnekt product and services to help customers resolve their queries. A basic understanding of customer onboarding and implementation processes is also required. For issues beyond their scope, the candidate will escalate them to appropriate internal teams and follow up until resolution.

Key Responsibilities

• Handle customer queries and take ownership of assigned support requests.
• Understand customer issues and provide timely and appropriate solutions.
• Perform basic troubleshooting of technical and application-related issues.
• Assist with customer onboarding and implementation activities.
• Coordinate with customers and internal teams during the implementation process.
• Support customers with basic product setup, configuration, and application-related queries.
• Escalate unresolved or complex issues to the appropriate internal teams.
• Follow up on escalated issues and keep customers updated on progress.
• Maintain accurate records of customer interactions and support tickets.
• Collect customer feedback and communicate recurring issues to the team.
• Develop a good understanding of the mKonnekt application and its features.
• Assist in identifying recurring problems and contribute to process improvements.

Requirements & Tech Stack

• 6–12 months of experience in Customer Support or Technical Support.
• Basic understanding of customer onboarding and software/product implementation processes.
• Familiarity with coordinating customer requirements, product setup, and implementation activities.
• Basic hands-on experience with Microsoft 365 / Google Workspace.
• Basic understanding of Android applications and troubleshooting.
• Familiarity with APIs and Postman is preferred.
• Exposure to customer support ticketing systems (Freshdesk preferred).
• Basic technical or programming knowledge is an added advantage.
• Good verbal and written communication skills.
• Retail industry support / Service Desk experience is preferred.
• Exposure to POS systems is an added advantage.
• Strong attention to detail and problem-solving ability.
• Ability to multitask and manage customer queries effectively.
• Positive attitude, willingness to learn, and a go-getter mentality.
• Willingness to work in night shifts (Rotational Shifts & Rotational Week-Offs).

Qualifications

• Graduate degree.