Customer Service Associate in Noida Full Time

We are looking for a Technical Support Specialist who will provide the highest level of support to every customer through every interaction. You will work closely with onboarding, customer success, and engineering teams to ensure customer accounts are set up for success. The role involves managing and troubleshooting third-party integrations, building and using technical resources for the Customer Experience and Solutions team, and acting as an escalation point.

We are seeking someone highly motivated, detail-oriented, and organized, with the ability to handle multiple responsibilities simultaneously. The ideal candidate has strong written and verbal communication skills, a customer-first mindset, and a high level of empathy. A natural curiosity and aptitude for technology, along with the ability to quickly learn new tools, are essential. Prior experience in technical customer support across email, phone, chat, or live channels is a plus.

Key Responsibilities

• Handle inbound customer interactions across chat, email, phone, and remote sessions as the face of QDC.
• Learn to triage incoming customer inquiries and escalate them appropriately while working within defined SLAs.
• Reproduce customer issues and log tickets for the engineering team.
• Guide users on product features and train them for effective usage.
• Build and maintain technical support resources such as walkthroughs, setup guides, help tutorials, emails, and video content.
• Take handover from the onboarding team by understanding customer personas, pain points, and expectations.
• Measure support SLAs and metrics rigorously and drive continuous improvement.
• Maintain regular communication with customers regarding new features and product enhancements.
• Continuously build product knowledge and identify opportunities to improve internal processes by addressing bottlenecks.

What You Can Expect In The Next 12 Months

• Day 1 to Day 8-15: Gain an introduction to the role, team, tools such as Sales IQ, Zoho Desk, Exotel, and Google Apps, along with exposure to support knowledge bases, soft skills training, customer interaction shadowing, and initial hands-on learning, including onboarding sessions and field visits.
• Day 15 to Day 30: Develop a strong understanding of the laundry domain, QDC product, and internal processes, including hands-on experience at a laundry store, hardware and printer configurations, and SMS API setup for national and international clients.
• Within 3 months: Independently handle hardware integration and support, become proficient in the QDC product, and resolve or escalate approximately 80 percent of inbound technical support queries with confidence.
• Within 6 months: Maintain customer satisfaction scores at or above team averages and contribute to maintaining and improving support documentation, training materials, and help resources.
• Within 12 months: Support hiring, onboarding, and training of new team members, and proactively identify and implement process improvements to enhance efficiency in technical support operations.

About Company: QDC (Quick Dry Cleaning Software) is a B2B vertical SaaS POS and business management application designed for global retail laundry and dry-cleaning businesses. With 700 customers across 47 countries and 7 continents, QDC has processed over 22 million garments annually, generating business worth more than 2.0 billion INR. By enabling businesses to retain customers through customized services, increase revenue from existing clients with prepaid packages, acquire new customers via referrals and professional service standards, scale operations with remote control capabilities, and achieve a healthy work-life balance, QDC adds significant value to its partners worldwide.