Customer Support Associate
Tide
Hyderabad, Telangana, India0–2 yrs1h agovia LinkedIn
About The Role
- Provide Level 2 support experience to members.
- Identify and report patterns to improve product or member experience.
- Learn and implement new features for payment processing.
- Deliver feedback to Product and Operations Managers.
- Analyze data and assist with reporting on product and service performance.
- Support new team members with knowledge and experience.
- Assist with everyday back-office tasks.
- Support Level 1 colleagues with queries.
Key Responsibilities
- Juggling priorities to ensure timely and detailed product knowledge for members.
- Spotting and noting patterns for areas of improvement in product or member experience.
- Getting to grips with brand new features for streamlining payment processing.
- Delivering valuable feedback to Product and Operations Managers on a consistent basis.
- Exploring data and aiding with reporting to track performance of products and services.
- Demonstrating values to new team members and assisting with everyday back-office tasks.
- Assisting all Level 1 colleagues when they have queries.
Requirements & Tech Stack
- Exceptional spoken and written English skills.
- Comfortable using industry tools such as:
- Ticketing CRMs
- GSuite
- Jira
- Excel
- Confident communicating with members over phone, chat, and email.
- Enjoy finding innovative ways to solve complex problems.
- Proactive in identifying recurring issues and creating new workflows.
- Excellent organisational skills and ownership of workload.
- Experience working in Customer Service for the finance industry.
- Some experience working in startups/scaleups.
Qualifications
- Implied from the role description, detailed product knowledge is vital.
What You'll Get In Return
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- WFH Setup allowance
- Family & Friendly Leaves