1. Customer Support & Communication

Customer support representatives are responsible for handling customer inquiries through various channels, including email, chat, and ticketing systems. They provide assistance to customers by addressing questions related to product usage, resolving basic technical issues, and responding to system or data-related concerns. It is essential for representatives to communicate in a clear, friendly, and professional manner, ensuring that customers feel supported and understood throughout their interactions.

 

2. Issue Tracking & Escalation

All customer requests and issues should be logged, tracked, and regularly updated to ensure transparency and accountability. When complex cases arise, these should be escalated to the Engineering or Product teams for further investigation and resolution. Customer support representatives are responsible for following up with customers until their issues are fully resolved, maintaining a high standard of service throughout the process.

 

3. Customer Experience Improvement

Collecting customer feedback and identifying common issues are important tasks for improving the overall customer experience. Insights gained from customer interactions should be reported to Product, Quality Control (QC), and Engineering teams. Customer support representatives also contribute to the enhancement of user guides, FAQs, and knowledge base content, making information more accessible and useful for customers. 

Client Training: Assist in conducting basic training sessions or onboarding for new users of our implemented solutions.

 

4. Cross-Team Collaboration

Effective customer support requires close collaboration with QC, Product, Sales, and Engineering teams. By working together, these teams ensure that customers receive consistent and accurate information. Additionally, customer support representatives provide assistance with onboarding and basic product guidance when needed, helping new users become familiar with the company's offerings.

 

1. Qualifications

• Education: Bachelor’s degree in Business Information Systems (BIS), Computer Science, Information Technology, or a related field. 
• Experience: 
  • 06 – 2 years of experience in Customer Support, Customer Service, or Technical Support
  • Experience supporting software, SaaS, Data, or AI products is a strong advantage
  • Fresh graduates with strong communication skills may be considered

 

2. Skills

• Strong customer oriented mindset
• Clear written and verbal communication skills
• Ability to explain technical topics in simple language
• Good problem solving and follow up skills

 

3. Nice to Have

• Experience with ticketing systems or CRM tools
• Familiarity with AI product, Data tools, or enterprise software