Customer Support at Contlo · Bengaluru (Bangalore) · 1 - 4 years · ₹5L - ₹15L / yr · Raised funding · Posted 1 Apr 2024
Customer Support at Contlo
Contlo is a pioneering AI native marketing platform that empowers modern, fast-growing businesses to leverage their brand's generative AI Model for end-to-end marketing optimization. Our platform enables businesses to drive customer retention through personalised campaigns and automated customer journeys across various channels, including Email, SMS, WhatsApp, Web push, and Social media.
With Contlo's Brand AI ModelTM, businesses can orchestrate all their brand marketing activities by generating personalised marketing creatives and copies, creating behaviour-based customer segments, and auto-generating customer journeys. As the Brand AI ModelTM is utilized, it continuously learns, improving marketing outcomes and enhancing sales performance.
At Contlo, we are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To succeed in this role, you should be an excellent communicator who can earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities-
- ● Respond to customer queries in a timely and accurate way, via phone, email or chat
- ● Identify customer needs and help customers use specific features
- ● Analyze and report product malfunctions (for example, by testing different scenarios or
- impersonating users)
- ● Update our internal databases with information about technical issues and useful
- discussions with customers
- ● Monitor customer complaints on social media and reach out to provide assistance
- ● Share feature requests and effective workarounds with team members
- ● Inform customers about new features and functionalities
- ● Follow up with customers to ensure their technical issues are resolved
- ● Gather customer feedback and share with our Product, Sales and Marketing teams
- ● Assist in training junior Customer Support Representatives
Requirements and skills-
- ● Experience as a Customer Support Specialist or similar CS roles
- ● Familiarity with our IT SaaS industry is a must
- ● Experience using help desk software and remote support tools
- ● Understanding of how CRM systems work
- ● Excellent communication and problem-solving skills
- ● Multi-tasking abilities
- ● Patience when handling tough cases
- ● B.Tech/BCA degree
Shubham Vishwakarma
Full Stack Developer - Averlon
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Job description
We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities.
Responsibilities:-
• Respond to customer queries in a timely and accurate way, via phone, email and ticketing system.
• Identify customer needs and help customers use specific features
• Analyze and report product bugs, issues, and errors (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives
Requirements and skills:-
• Experience as a Customer Support Specialist or similar CS role.
• Familiarity with our industry is a plus.
• Experience using help desk software and remote support ticketing systems.
• Understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
• BSc in Information Technology or relevant diploma.
Experience : 7-10 years
-Indore-Onsite
-5 Days working culture
Job Title : Customer Support – Support Operations
Location : Gurgaon, Sector 66
Experience : 1 to 5 Years
Employment Type : Full-time | Work from Office
Role Overview :
Responsible for backend customer and transaction support across fintech products, resolving queries within defined TAT, maintaining accurate data, and coordinating with internal teams, banks, and service providers.
Mandatory Skills :
Fintech Customer Support, Transaction Support, Email & Chat Support, MS Excel, MIS Reporting, Query Resolution, Dispute Management, TAT/SLA Management, and Basic Digital Payments Knowledge.
Key Responsibilities :
- Handle backend support for AEPS, DMT, Recharges, BBPS, Utility, MATM, PG Transactions, and Loans.
- Resolve merchant, customer, and transaction-related queries through email and chat.
- Monitor disputed, pending, and escalated transactions and ensure timely resolution.
- Maintain data in Excel and prepare daily MIS reports.
- Coordinate with Sales, Operations, Technical teams, banks, and service providers.
- Ensure cases are tracked and resolved within defined TAT / SLA.
Required Skills :
- Experience in Fintech Customer / Backend Support Operations.
- Basic understanding of digital payments and transaction processing.
- Knowledge of AEPS, DMT, BBPS, Recharges, Payment Gateway, or related fintech products.
- Good MS Excel and MIS reporting skills.
- Strong email/chat communication and query-resolution skills.
- Ability to manage transaction disputes, escalations, and pending cases.
- Good coordination and problem-solving skills.
Qualification : Graduate / Undergraduate.
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon