Job Details - Find Your Perfect Career Opportunity

Company overview:

Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations.

Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.

Roles and Responsibilities:

*Monitor and respond quickly and effectively to requests/tickets received through the Freshdesk Helpdesk or through other emails coming from the Support Manager.

*Ensure that the Resolve Time for Tickets is kept at a minimum, with the First response going to the customer as per the SLAs.

Following to closure on issues raised, which does not limit to but includes:

1. Raising a BUG/CR and following up on the same on JIRA (Following the escalation matrix/Alerting on other Comm channels that include the relevant stakeholder is of paramount important when raising a P0 BUG)

2. Keeping a checklist/tracker for those BUGs/CRs and escalate them if they are close to missing their TATs based on the priority levels raised in the BUG/CR

3. Empower yourself with the workflow/logic/business demands of all the Clients that KAPTURE supports with a view to having comprehensive knowledge.

4. Pass on to L2/Customer Engineering teams all/necessary details that involves any specific or generic issue that needs to be immediately addressed or needs a L2 level debugging

Key Skills:

● Prefer candidates who have atleast 1 year of technical experience in a Helpdesk role managing support related queries

● Debugging ability, Customer Service oriented, Excellent oral/written communication skills, analytical skills

● Ownership towards the tasks at hand, chasing up for end-to-end completion.

● Any technical certification is preferable

● Strong working knowledge of MS Office