Customer Support Associate at Field Intelligence

Responsibilities

User Communication & Engagement

• Monitor and respond to messages in Whatsapp groups and other support channels
• Provide timely, clear, and professional responses
• Maintain a helpful and empathetic tone in all interactions

Issue Triage & Escalation

• Identify and classify user issues (technical, product, payment, delivery, etc)
• Log issues with sufficient detail
• Escalate technical or complex issues to the TS team
• Track escalated issues through to resolution

Feedback & Insights

• Collect and summarize user feedback across the entire product suite
• Identify recurring problems and patterns
• Share structured insights with Product, Tech, and CX teams

Operational Support

• Maintain basic records of conversations and issues
• Follow defined support workflows
• Support user onboarding and broadcast updates when needed
• Create and maintain basic support content (guides, FAQs, and templates)
• Translate technical updates or challenges into simple, user-friendly language
• Act as a bridge between users and internal teams to ensure alignment on needs, issues and priorities

Required Profile

Must-Have

• 1 - 3 years experience in customer support or frontline service role
• Strong written communication skills
• Comfortable using Whatsapp, chat tools, and basic support systems
• Ability to multitask and handle high message volumes
• Good judgement on when to escalate issues

Nice-to-Have

• Experience in tech, logistics, fintech, or SaaS
• Familiarity with ticketing or CRM tools
• Basic troubleshooting experiencing