Customer Support Agent

Instaweb Labs

Key Responsibilities

• Manage, prioritize, and resolve incoming queries across Freshdesk (Ticketing), Freshchat (Live Chat), and WhatsApp.
• Consistently meet daily Service Level Agreements (SLAs).
• Diagnose and provide step-by-step solutions for technical issues related to website builder, domain setup, hosting, and e-commerce functionalities.
• Utilize internal knowledge bases and resources effectively.
• Maintain end-to-end ownership of all customer cases, ensuring proactive follow-up and verification until the user confirms the issue is 100% resolved.
• 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.
• Ensure every interaction upholds the highest standard of professionalism and empathy, contributing to high Customer Satisfaction (CSAT) scores.