Customer Support Agent

Job Description

Omnichannel Support Management: Efficiently manage, prioritize, and resolve incoming queries across platforms, including Freshdesk (Ticketing), Fresh chat(Live Chat), and WhatsApp, consistently meeting daily Service Level Agreements (SLAs).
Technical Troubleshooting: Diagnose and provide precise, step-by-step solutions for technical issues related to the website builder, domain setup, hosting, and e-commerce functionalities. Utilize internal knowledge bases and resources effectively.
Issue Ownership and Resolution: Maintain end-to-end ownership of all customer cases, ensuring proactive follow-up and verification until the user confirms the issue is 100% resolved.
Cross-Functional Coordination: 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.
Quality Assurance: Ensure every interaction upholds the highest standard of professionalism and empathy, contributing directly to high Customer Satisfaction (CSAT) scores.