Customer Service/Customer Support Internship

Selected intern's day-to-day responsibilities include:

1. Handling inbound interactions through (chat, email, phone and remote session)
2. Learning to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA
3. Reproducing customer issues and logging tickets to be solved by the engineering team
4. Guiding users on product features and training them to use it effectively
5. Building and maintaining the resources required for technical support (walkthrough, set up guides, help tutorials, emails, and video tutorials)
6. Taking handover from the onboarding team by understanding customers' persona, their pain points and expectation
7. Measuring support SLA & metrics and improving it continuously
8. Maintaining regular communications with customers about new feature developments and enhancements to the product
9. Gaining product knowledge and working towards improvements on internal processes by identifying the existing bottlenecks

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