Incred- Algotale- Product support

Role :Poduct Suport

Experience : 1-3

• years
• Location -Mumbai(Andheri)

Work Days

5 Days (Mon - Fri)

Job Description: Product Support Associate This role is perfect for a highly motivated and customer-focused individual who is eager to start their career in the fintech industry. As a Product Support Associate, you'll be the first point of contact for our business teams, helping them navigate and solve day-to-day issues related to our financial lending product. Your primary goal is to provide clear, friendly, and efficient support.

Responsibilities

• ● Be a Problem Solver: Answer questions and help the business team with basic technical issues they face while using our product.
• ● Help and Guide: Provide prompt and accurate assistance to the team via email, chat, or our internal support system.
• ● Know When to Escalate: Identify and report more complex issues to the senior support or technology teams.
• ● Keep Things Organized: Log and track all support requests and their resolutions in our system.
• ● Stay Alert: Watch for any signs of product issues and inform the tech team right away.

Who We're Looking For

• ● Excellent Communicator: You must be able to explain things clearly and simply, both in writing and speaking.
• ● A Quick Learner: You should be eager to learn about new product features and technical concepts.
• ● Customer-Focused: You genuinely enjoy helping people and can handle difficult situations with patience and a positive attitude.
• ● Team Player: You are willing to collaborate with your team to achieve shared goals.
• ● Flexible: You are open to working in a support environment and providing coverage on weekends.

Basic Skills Required

● Proficiency with Excel: Familiarity with basic formulas in Excel is a plus.

● Problem-Solving Mindset: A strong desire to solve problems and find solutions.

Timings: It's a rotational day shift: 10 AM to 7 PM / 11 AM to 8 PM / 12:30 PM to 9:30 PM. Shift may extend to 2:00 PM to 11:00 PM or 3:00 PM to 12:00 AM. WFO/WFH flexibility during these extended hours will follow the HR policy Working Sundays:The last Sunday of every month will be a working day. A compensatory off will be provided the preceding Saturday. Performance Expectations:Daily ticket volume: ~150 tickets.Daily email handling: ~20 emails on average.