zoho_recruit
Customer Support Representative
MyOperator
Noida, IND
Full-time
Mid · 4+ years experience
Onsite
Discovered 2 weeks ago
FreshdeskZoho DeskZendeskAPIsSubject Matter Expert (SME)
Free
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FreshdeskZoho DeskZendesk
Key Skills for This Role
FreshdeskZoho DeskZendeskAPIsSubject Matter Expert (SME)
Full Job Posting
- Handle escalated customer issues from Tier 1 support.
- Resolve high-impact, business-critical, and technically complex cases.
- Coordinate across Product, Engineering, and Operations teams to drive closure.
- Maintain ownership until complete resolution and customer satisfaction.
- Investigate recurring issues and identify underlying root causes.
- Go beyond symptom-based troubleshooting.
- Recommend corrective and preventive actions.
- Drive initiatives that reduce future ticket volumes and escalations.
- Analyze customer-reported issues across platform workflows and integrations.
- Troubleshoot product configurations, workflows, and system behaviors.
- Assist Tier 1 teams in resolving complex customer scenarios.
- Build expertise across MyOperator products and solutions.
- Act as a Subject Matter Expert (SME) for assigned product areas.
- Guide Tier 1 executives on complex issue resolution.
- Share best practices and troubleshooting approaches.
- Improve overall resolution quality and customer experience.
- Ensure escalated tickets meet defined SLAs.
- Prioritize cases based on business impact and urgency.
- Prevent backlog accumulation in escalation queues.
- Maintain strong responsiveness during critical customer situations.
- Create and maintain troubleshooting guides and knowledge articles.
- Ensure ticket documentation is complete and actionable.
- Improve internal processes through better documentation.
- Contribute to self-service resources and support playbooks.
- Identify recurring customer pain points and product gaps.
- Partner with Product and Engineering teams to improve customer experience.
- Highlight opportunities for automation and process improvement.
- Contribute ideas that improve support scalability and efficiency.
- 4–7 years of experience in Customer Support, Technical Support, Customer Success, or related functions.
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication.
- Experience handling escalations and complex customer issues.
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