Customer Support Agent - Chat @ Truecaller

Hello, Truecaller is calling you from India! Ready to pick up

Truecaller transformed how we communicate when we launched in 2009 in Stockholm, Sweden.

Our mission is to build trust everywhere by making tomorrow s communication smarter, safer and more efficient. We focus on bringing smart services with big social impacts, like protecting people from fraud, harassment, and scam calls or messages. We identify new numbers from anywhere in the world and build a space for trustworthy conversations, for those that matter. Truecaller is loved by over 300 million people around the world and is growing very rapidly across regions.

Who we are:

• The world s #1 caller ID and spam blocking service for Android and iOS.

• A team of +300 people from ~ 35 different nationalities, spread across our headquarters in Stockholm and offices in Bangalore, Mumbai, Gurgaon, Tel Aviv and Nairobi.

• Backed by some of the most prominent investors in the world such as Sequoia Capital, Atomico, and Kleiner Perkins Caufield Byers.

We at Customer Support Team are responsible for building long-lasting relationships with users. This includes us responding to emails, chat and outbound calls within the given TAT and resolving the issue. The team is fully based out of Bangalore.

As a Customer Support Agent- Chat, you will mainly include working on chat. Your core job will be to respond to customers via chat. Must be knowledgeable with our companys products and services, as well as possess excellent communication skills that will enable them to assist consumers when they have a problem.

What do we expect from you

• 1+ years experience in customer support - chat process.

• Strong written skills that lend to clear and concise text-based communication. Average typing speed - 45-50 WPM.

• Ability to thrive in high demand, high-pressure situations.

• Experience with support platforms such as Freshdesk, or similar software

• Ability to think critically and apply logical problem-solving skills
  

What will you work on

• Chat agents must make a continual effort to respond to customers as quickly as possible.

• In addition to providing real-time support, chat agents thoroughly document each customer s question or problem as well as the resulting answer or solution. This way, chat agents can help improve their organization s overall functionality and efficiency.

• Chat agents must make an effort to remain up to date on all the updates related to the application. Especially important for chat agents to learn about new products and services, which customers may be more likely to ask questions about.

• Successful support agents will need to be able to handle more than one chat at a time. For each chat, agents will need to reply to customer questions, research, troubleshoot any issues, provide supporting help documentation

• Chat agents are often the first person that a customer will speak with. Because of that, chat agents are the first people within the organization who will be alerted of application errors and other technical problems. If chat agents receive multiple queries about the same issue, they must escalate the issue to the relevant department in order to solve the problem as quickly as possible.