QDC Expert - Customer Support Representative

Requirements

• Responsibilities
• You handle inbound customer queries across channels such as WhatsApp, calls, email, and remote sessions, ensuring quick and accurate responses.
• You diagnose and resolve common issues related to product usage, payments, hardware (printers), and workflows.
• You triage incoming queries effectively, categorize issues correctly, and escalate complex problems to the appropriate teams with clear context.
• You reproduce customer-reported issues where required and log detailed tickets for the engineering team to ensure faster resolution.
• You guide customers on basic product usage and workflows to help them resolve immediate issues and continue operations.
• You ensure adherence to defined SLAs for response time and resolution time across all interactions.
• You maintain clear and structured communication with customers, ensuring they understand the issue, resolution, and next steps.
• You identify recurring issues and frequently asked questions, and proactively highlight them to improve product, onboarding, and support processes.
• You keep accurate records of tickets, updates, and resolutions in internal systems.
• You continuously improve your product knowledge and troubleshooting ability to handle queries more efficiently.
• Success in this role is measured by speed of resolution, quality of response, and reduction in repeat issues.
• What you can expect in the next 12 months
• Within 1 month
• You build a strong understanding of the QDC product, customer workflows, and the most common issues across different customer segments.
• You learn support processes, tools, and SLA expectations, including how to handle, categorize, and prioritize incoming tickets across channels such as WhatsApp, calls, email, and remote sessions.
• You begin handling basic customer queries independently, ensuring accurate responses and adherence to defined response time SLAs.
• You learn to triage issues effectively and escalate complex problems with proper context and documentation.
• You start documenting common issues and solutions to improve response consistency and reduce resolution time.