Customer Support Associate

at smallcase

Customer Support Associate

smallcase

Company

Home

Customer Support Associate

at smallcase

Posted by Tharunraj P V

1 - 6 yrs

₹5L - ₹7L / yr

Bengaluru (Bangalore)

Skills

Customer Support

Customer Service

About the team & role

As a Customer Support Associate, you will be the first point of contact for customers, ensuring timely and effective resolution of inquiries, issues, and requests. Your role is critical in delivering a seamless support experience, maintaining customer satisfaction, and building strong relationships. You will utilize problem-solving skills, empathy, and product knowledge to provide solutions that enhance customer engagement and loyalty.

What You’ll Be Doing

• Resolve customer queries on using the product with the help of relevant FAQs, video demos and blog posts across channels

• Work in coordination with the support teams of our partners to ensure quick resolutions

• Document any feedback received from the customers for review by the product team at a later stage

• Label the queries we receive from customers under different tags to understand what drives support traffic

• Identify and resolve pain points for end-users in coordination with the rest of the Customer Experience team.

• Track relevant support metrics and prepare reports for the purpose of quality assessment

What We Look for in You

• Ideally someone with 1-5 years of proven work experience as a Customer Support Associate or a similar role

•A natural communicator- You can communicate your thoughts effortlessly. No matter how complex the matter is, you are able to express it in simple terms.

• A team player- You always put the team's goals ahead of your personal ones in working towards a common goal.

• Empathetic- You’re a good listener who can put yourself in other people’s shoes. People who interact with you should feel assured that the smallcase team is always here to help.

• Proactive- You’re ready to take on whatever comes your way and don’t stop until you arrive at the best solution. You want nothing short of a brilliant experience for the end users.

• A drive to learn- You’re always intrigued by learning something new and don't shy away from stepping out of your comfort zone.

Nice to-haves:

• Prior experience in customer support

• Familiarity with stock markets & investment products is a huge plus

• Prior experience at a growth-stage FinTech company

About smallcase

At smallcase, we are changing how India invests. smallcase is a leading provider of investment products & platforms to over 10 million Indians. We're a young, driven team of 250+ headquartered in Bangalore. smallcase was founded in July 2015 by three IIT Kharagpur graduates, Vasanth Kamath, Anugrah Shrivastava and Rohan Gupta.

smallcase has been focused on offering innovative investing experiences & technology. Our platforms are used by over 300 of India's largest financial brands and most respected institutions. We are backed by world-class investors including top-tier funds, institutions and operators from the capital markets space who believe in our mission of enabling better financial futures for every Indian.

Life at smallcase

We are not just building a business, we are making a long-lasting impact both in the wealth & assets landscape with our unique technology & expanding ecosystem. Over the last 9 years, our team, products, and platforms have grown and so have our ambitions.

Innovation remains at the heart of what we do. Our other core values are transparency, integrity & long-term thinking. Our key asset has always been our people, and we empower individuals to build and do some of the best work in their lifetimes at smallcase. Flexibility, ownership and constant feedback loops are some of the ways we keep evolving the working environment.

About the team & role

What You’ll Be Doing

• Resolve customer queries on using the product with the help of relevant FAQs, video demos and blog posts across channels

• Work in coordination with the support teams of our partners to ensure quick resolutions

• Document any feedback received from the customers for review by the product team at a later stage

• Label the queries we receive from customers under different tags to understand what drives support traffic

• Identify and resolve pain points for end-users in coordination with the rest of the Customer Experience team.

• Track relevant support metrics and prepare reports for the purpose of quality assessment

What We Look for in You

• Ideally someone with 1-5 years of proven work experience as a Customer Support Associate or a similar role

•A natural communicator- You can communicate your thoughts effortlessly. No matter how complex the matter is, you are able to express it in simple terms.

• A team player- You always put the team's goals ahead of your personal ones in working towards a common goal.

• Empathetic- You’re a good listener who can put yourself in other people’s shoes. People who interact with you should feel assured that the smallcase team is always here to help.

• Proactive- You’re ready to take on whatever comes your way and don’t stop until you arrive at the best solution. You want nothing short of a brilliant experience for the end users.

• A drive to learn- You’re always intrigued by learning something new and don't shy away from stepping out of your comfort zone.

Nice to-haves:

• Prior experience in customer support

• Familiarity with stock markets & investment products is a huge plus

• Prior experience at a growth-stage FinTech company

About smallcase

Life at smallcase

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About smallcase

Founded :

2015

Type :

Product

Size :

100-500

Stage :

Raised funding

About

Investing is important - why let inflation eat into your earnings when you can invest in the faster growing equity markets?
India's economy is just beginning to snowball - good times to invest your money. Even better times to launch an awesome product :)
Exposure to challenging problems in a greenfield sector, that has seen very little technology intervention
Chance to own and build products from scratch that millions of Indians will use daily to invest and grow their money

Investing is important - why let inflation eat into your earnings when you can invest in the faster growing equity markets?
India's economy is just beginning to snowball - good times to invest your money. Even better times to launch an awesome product :)
Exposure to challenging problems in a greenfield sector, that has seen very little technology intervention
Chance to own and build products from scratch that millions of Indians will use daily to invest and grow their money

Company video

N/A

Photos

Connect with the team

Vasanth Kamath

Rohan Gupta

Jatin Bhatia

Thirunarayan Sharma

Nivetha G

Vibhor Kumar

Ankur Mishra

Tharunraj P V

Company social profiles

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Comfortable in Monday to Saturday - 9 AM to 7 PM working ????
Have You read the complete Job description ???? If not, please read again !!!
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Comfortable in Monday to Saturday - 9 AM to 7 PM working ????
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- Troubleshoot issues : Resolve technical issues to minimize impact on business operations

- Stay up to date : Keep up with the latest advancements in Oracle BRM and related technologies

- Analyze client needs : Analyze client needs and work with internal and external clients

- Develop business process models : Develop business process models and documentation using tools like MS Visio, Excel, and Word

- Install and configure Oracle databases : Install, configure, and tune Oracle databases

- Plan and manage deliveries : Plan and manage deliveries in the billing domain, ensuring high-quality products and user experience

- Create technical designs : Create or translate business requirements into technical designs

Please be informed : Who can join Immediate - Max 15 days apply, higher notice period not being considered.