About SurveyHeart:
SurveyHeart is a versatile online platform designed to facilitate the creation and management
of surveys, quizzes, forms, polls, and questionnaires. Our user-friendly interface is accessible
via web browsers and dedicated mobile applications for both Android and iOS devices. We are
committed to fostering a collaborative and growth-oriented environment where fresh talent can
thrive.
Job Summary:
The Customer Support Executive at SurveyHeart plays a critical role in assisting users and
premium customers by resolving queries and ensuring a seamless experience across our Forms
and Quizzes platform. As the first point of contact, you’ll work cross-functionally with internal
teams to improve customer satisfaction and enhance the overall user experience.
What is expected of the Candidate
This is not a “script-based” role — you’ll be expected to:
● Deep understanding of how the product works — beyond surface-level.
● Act as a power user, problem-solver, and customer advocate.
● Communicate clearly with both users and tech teams.
● Own issues from start to finish — not just respond, but resolve.
Customer Support Roles and Responsibilities
First-Level Resolution Provider
● Rapidly triage incoming queries from various channels (email, chat, social, in-app),
identify intent, urgency, and route if needed.
● Resolve 90% of incoming queries independently using knowledge of the product,
standard processes, and documented SOPs, and update the internal referral
documents.
● Use Zoho Desk efficiently to tag, assign, escalate, or resolve tickets while ensuring that
every interaction is tracked with resolution detail and customer sentiment.
● Own and manage ticket lifecycle from intake to resolution for general product-related
queries, user account issues, configuration problems, and usability questions.
● Deliver exceptional customer education by guiding users to FAQs, video walkthroughs,
or providing contextual instructions.
● Use internal tools (Admin page, Logs or notes, Internal FAQs) to validate bugs or
complaints raised by users.
● Check for known issues using release notes to avoid duplicate escalations.
Cross-Team Collaboration
● Prepare concise and structured ticket escalations, including:
○ Error logs (if available)
○ Device/browser info
○ Screenshots/screen recordings
● Have an internal discussion with the Operations Manager, and if no solutions are found,
tag the Testing POC, Product Manager or Assistant Tech Lead with clear context.
● Follow up on unresolved issues, promptly follow up on the unresolved tickets, and
update the resolution status to Operations Manager.
Post-Escalation Support
● After an issue is resolved by the Tech or Product team:
○ Translate the resolution into customer-friendly language before responding.
○ Update the relevant internal documentation, such as FAQs ,SOPs, etc..
● Identify recurring technical issues and propose improvements to Operations Manager to
reduce ticket volume.
● When needed, coordinate across multiple internal stakeholders, ensuring both speed
and quality of resolution.
Customer Satisfaction & Feedback
● Aim for high CSAT (Customer Satisfaction) scores by delivering clear, empathetic, and
timely resolutions.
● Follow up with users after res in olving issues to ensure they’re fully satisfied and
confident using the product.
● Take feedback constructively — identify areas of improvement and continuously refine
your support approach.
● Encourage users to rate their experience and leave positive feedback when expectations
are exceeded.
Requirements
● Driven by a customer-first mindset, believing customer happiness is the key to success.
● Strong communication skills (written and verbal) in English and Hind is a must and any
other language will be an added advantage.
● 3 + years of experience in customer support or related roles, only from SaaS support.
● Familiarity with customer service tools (e.g., Zoho Desk).
● Basic understanding of software applications with the ability to learn new technologies
quickly.
● Detail-oriented with a proactive approach to problem-solving.
● Willingness to learn and adapt in a fast-paced environment.
● Experience in SaaS or tech customer support.
● Familiarity with payment gateways like Razorpay.
● Expert in Google Docs, Sheets, and Slides for documentation, data analysis, and
presentations.
Other Details
● Shift: Rotational shifts
● Working days: 5 days a week(weekends working)
● Salary: 3.50 LPA to 5.00 LPA
● Experience: Min 3 + years in Customer Support from a renowned SaaS company
(100% SaaS experience and no other industry)
● Location: Hyderabad, Hi-Tech City
● Education: Any Degree
Shubham Vishwakarma
Full Stack Developer - Averlon
About SurveyHeart LLP
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Follow CutshortShubham Vishwakarma
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