Customer Support Associate

About the Role

We are looking for an Associate Customer Support to bring transporters onto the SuperProcure platform and ensure they have a smooth and positive start with the system. You will guide transporters step-by-step, explain features and processes, and help them use the platform confidently in their day-to-day work. You will build lasting relationships with transporters through regular follow-ups, take ownership of their queries, and coordinate with internal teams, including IT, to resolve issues on time. This role suits someone who enjoys speaking with people, explains things patiently, and has a genuine interest in software and user training.

Key Responsibilities

• Onboard transporters onto the SuperProcure platform and ensure a smooth, positive experience as they get started.
• Conduct training mainly over phone calls, guiding transporters step-by-step through the platform.
• Explain platform features and processes clearly so transporters can use the system confidently for their daily activities.
• Answer transporter queries during and after onboarding.
• Build strong relationships with transporters through regular communication and timely follow-ups.
• Encourage consistent and effective use of the platform after onboarding.
• Understand transporter requirements and feedback, and work proactively to improve their experience and engagement.
• Coordinate with relevant internal teams, including IT, on technical or system-related matters.

Requirements & Tech Stack

• Laptop
• Stable internet connection
• Quiet space to make and attend calls
• Basic knowledge of Excel (filters, sorting, simple formulas) is mandatory.

Qualifications

• Any graduate.
• 6 months to 2 years of experience.
• Interest in software, technology and user training.
• Good verbal communication skills.
• Confidence in speaking with transporters over the phone.
• Fluency in Hindi.
• Comfortable making regular phone calls and interacting with different types of transporters.
• Ability to explain information clearly and patiently to users.
• Good listening skills and the ability to understand user requirements.
• Willingness and ability to learn the software platform and understand its features and processes.
• Basic problem-solving ability and a proactive approach to finding solutions.
• Positive and approachable attitude with a willingness to help users.
• Prior experience in customer support, user onboarding or tele-calling is an added advantage.