Customer Support

Customer Support at FinEdge Technologies (Visakhapatnam). 1 Yr experience, Not disclosed. About the Role We are hiring a Customer Support Specialist to…

Company: FinEdge Technologies
Location: Visakhapatnam
Work mode: On-site
Job type: Full-time
Experience: 1 Yr
Salary: Not disclosed
Posted: 2026-11-03

Job description

About the Role

We are hiring a Customer Support Specialist to deliver outstanding customer care across email, chat, and phone. You will be the voice of our company—resolving issues, educating users, and advocating for customer needs to improve the product and retention.

Key Responsibilities

• Respond to customer inquiries promptly and professionally across multiple channels.

• Troubleshoot technical and account-related issues; document steps and outcomes in the helpdesk system.

• Own cases from first contact to resolution while meeting response and resolution SLAs.

• Escalate complex problems to engineering/product teams with clear reproduction steps and impact analysis.

• Create and update knowledge base articles, FAQs, and internal troubleshooting guides.

• Analyze support trends and customer feedback to identify improvements to the product and processes.

• Contribute to training materials and assist with onboarding new support team members.

Qualifications & Skills

• 2+ years of customer or technical support experience, ideally in SaaS/tech.

• Excellent written and verbal communication skills and a customer-first mindset.

• Experience with helpdesk/CRM tools such as Zendesk, Intercom, or similar platforms.

• Strong problem-solving skills and the ability to prioritize multiple tasks under time pressure.

• Technical literacy sufficient to gather logs, follow debug procedures, and liaise with engineering.

• Flexible availability to support varying coverage hours if required.

Why Join Us

Joining our support team means helping shape a product users love while growing your career in a collaborative, learning-focused environment. You’ll have opportunities to influence product decisions, improve processes, and expand your technical and customer success skill set.

Responsibilities

Respond promptly and professionally to customer inquiries via email, live chat, phone, and other support channels while maintaining a high level of empathy and professionalism.
Diagnose and resolve technical and account-related issues; reproduce problems, gather necessary information, and provide clear next steps or workarounds.
Own customer cases from first contact through resolution, meeting SLAs for response and resolution times and achieving target satisfaction scores.
Escalate complex or recurring issues to product and engineering teams with clear reproduction steps, logs, and customer impact details.
Document interactions, resolutions, and troubleshooting steps in the CRM/Helpdesk system to maintain accurate customer records and support knowledge sharing.
Create and maintain help articles, FAQs, and internal guides to reduce friction and improve first-contact resolution rates.
Monitor support metrics and customer feedback to identify trends, recurring issues, and opportunities to improve the customer experience.
Participate in regular training, onboarding of new hires, and cross-functional meetings to align support with product updates and business priorities.

Key skills

Customer Service, Communication, Empathy, Troubleshooting, Zendesk / Intercom, Time Management, Technical Literacy, Knowledge Base Authoring, Escalation Management

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Customer Support

Job description

Responsibilities

Key skills

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