Product Support Associate

About Townhall:
Welcome to Townhall (www.townhall.co), where we're driving innovation in the global events arena. As a Product-Centric company backed by BookMyShow and supported by visionary investors like Kunal Shah (CRED) and Haresh Chawla (Network18), we've built a range of exciting B2B SaaS products.
Our comprehensive platform adeptly manages virtual, hybrid, and in-person events, serving esteemed clients such as Salesforce, CNBC, Kirloskar Group, and Comic Con among many others. Join us as we lead the way in shaping the evolution of event experiences through technology.

About the Role:
As a Product Support Associate, your daily mission involves tackling customer tickets with finesse and tech savviness. Whether it's desk or chat support, you'll be the superhero resolving issues and saving the day. You'll leave your mark on every interaction, contributing to our reputation and continuous product improvement. Apply now for daily doses of meaningful work, where your tech skills make a real impact.

Responsibilities:
● Provide desk and chat support to customers, ensuring timely and effective resolution of technical issues.
● Resolve customer tickets efficiently, using a combination of technical expertise and effective communication skills.
● Collaborate with cross-functional teams to escalate and resolve complex issues that require specialized knowledge.
● Continuously update and educate customers on the status of their reported issues, ensuring transparency and customer satisfaction.
● Document support interactions, troubleshooting steps, and solutions to contribute to the knowledge base.
● Proactively identify recurring issues and collaborate with the product and software development teams for permanent resolutions.
● Stay updated on product features, technical specifications, and industry trends to provide accurate and timely support.

Requirements:
● Bachelor's/Master's degree in Relevant field.
● Strong technical aptitude to understand and troubleshoot software and hardware issues.
● Excellent communication skills, both written and verbal(Hindi + English).
● Ability to handle and resolve customer complaints professionally and efficiently.
● Detail-oriented with a focus on providing high-quality support.
● Ability to work independently and collaboratively in a fast-paced environment.
● A customer-centric mindset with empathy for customers and a passion for delivering exceptional customer experiences.

Be the go-to expert who ensures every customer interaction is top-notch by stepping into a meaningful role as a Customer Support Engineer at Townhall !