Customer Support Executive

Credgenics is India's first-of-its-kind NPA resolution platform, backed by credible investors including Accel Partners and Titan Capital. We work with financial institutions, banks, NBFCs, and digital lending firms to improve their collection efficiency using technology, automation intelligence, and optimal legal routes in order to facilitate the resolution of stressed assets. With all major banks and NBFCs as our clients, our SaaS-based collections platform helps them efficiently improve their NPA, geographic reach, and customer experience. We are looking for a Senior Associate in Customer Support for our dynamic team. What you'll do :

• A single point of contact for customers' technical issue
• Analyze, track, and resolve customer issues in a prompt manner to ensure the highest level of client satisfaction.
• Troubleshoot customer issues to establish the root cause of problems and form a solution.
• Cross-collaboration with Internal teams (Success, Engineering/Product and Sales)
• Reproduce customer issues and, if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation.
• Provide documentation content and participate in online forum support in real-time.
• Provide prompt and accurate feedback to customers.
• Refer to internal databases or external resources to provide accurate technical solutions.
• Ensure all issues are properly logged and follow the case management process.
• Prioritize and manage several open issues at one time.
• Maintain a deep understanding of product features, architecture, technical components, and application functionality.
• Proven ability to mentor and display leadership and ownership of issues.
• Communicate clearly and effectively with customers, fellow support team members, the development team, and the executive team.
• KPIs: First call resolution, Open case ageing, average resolution days, CSAT, knowledge creation, etc.

• Proven work experience as a technical/customer support engineer, desktop support engineer, or similar role.
• Knowledge of APIs, Excel, Log Analysis, and Dialer.
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software (e.g., Zoho, Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• a BS degree in information technology, computer science, or a relevant field.
• Experience: 1-3 Years (Preferred B.Tech.)
• Shift timings: 8 a.m.–5 p.m. or 10 a.m.–7 p.m. (The shift will be rotational and will be communicated to the employee in advance.)
• Working days: Mondays–Fridays, and on the first and third Saturdays. Nevertheless, if there is a client requirement and you are working on a non-working Saturday or a Sunday, you will be given compensatory offs for the same during the week.