Product Support Specialist Job in Smallcase Technologies Private Limited
Product Support Specialist
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
- Permanent
smallcase is building a modern investing ecosystem - better investment products & technology platforms for the Indian capital markets - serving over 1.5M individual investors & India's most trusted & respected financial brands. We are a young, passionate 120+ member team headquartered in Bangalore & are backed by top-tier investors. smallcase has also been recognized in the ecosystem & media as an innovator & change agent. Delivering an excellent customer experience lies at the core of this mission. If you are a people's person who is excited about managing a growing community of users, you are in the right place.
Responsibilities:
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're looking for:
A natural communicator - You can communicate your thoughts effortlessly. No matter how complex the matter is, you are able to articulate and 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 - Youre a good listener who can put yourself in other peoples shoes. People who interact with you should feel assured that the smallcase team is always here to help.
Proactive - Youre ready to take on whatever comes your way and dont stop until you arrive at the best solution. You want nothing short of a brilliant experience for the end-users.
A drive to learn - Youre always intrigued by learning something new and don't shy away from stepping out of your comfort zone.
Good-to-have:
Prior experience in customer experience or product support
Familiarity with stock markets & investment products is a huge plus
Prior experience at a growth stage FinTech company
Fresher
2 - 4 Hires
