Customer Support Associate 

- Customer Support Associate will be a client facing role as part of the Customer Success function at Synaptic. The candidate will be responsible for managing and resolving issues and queries raised by platform users based on SLAs.

Key Responsibilities : 

- Analyse, track and resolve customer issues in a prompt manner to ensure the highest level of client satisfaction, including prompt and effective communication with clients

- Help users with product related queries and also troubleshoot technical issues to establish the root cause of problems and find a solution

- Reproduce customer issues and file bug reports as needed, escalate cases to the product/engineering team with proper documentation

- Ensure all issues are properly logged 

- Follow case management process

- Provide documentation content and participate in online forum support for real-time

- Refer to internal database or external resources to provide accurate technical solutions

- Prioritize and manage several open issues at one time

- Maintain a deep understanding of product features, architecture, technical components and application functionality

- Cross-collaboration with Internal teams (Success, Engineering / Product and Sales)

KPIs : First call resolution, Open case aging, average resolution days, CSAT, knowledge creation

Requirements : 

- Engineering graduate with 1-2 years of experience in a similar role

- Excellent verbal and written communication skills

- Highly customer focused with high level of ownership

- Ability to work under pressure and multi-task

- Strong knowledge of communication modules

- Excellent troubleshooting skills and log analysis

- Knowledge of Python and SQL would be an advantage

Location : 

- This would be a hybrid role based out of Gurugram. The role requires working in the North America time

- Zone, preferably 06:30pm - 03:30am IST.

Experience : 1-3 years

- The candidate should be a quick learner and should be up to date with current technology trends. We solve complex, completely new problems in the financial domain which requires someone who is not intimidated by challenges, thrives under pressure and hyper focused on delivering exceptional results.

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