1. Understand customer concerns and issues, use appropriate troubleshooting and problem analysis techniques to isolate the problems, and recommend appropriate solutions to resolve the problem/query
2. Provide prompt and accurate replies to client queries
3. Ensure proper recording and closure of all issues
4. Interact with various internal teams such as business, engineering, and product and facilitate communication between customers and other teams and follow SOP for proper escalation of unresolved issues to the appropriate internal team
5. Monitor various alert mechanism tools implemented and follow standard operating protocol to report to internal as well as external stakeholders
6. Contribute to the effective and efficient handling of L1 levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
7. Contribute content to Digio s development guides, knowledge base, FAQs, etc. to help reduce redundant/repetitive queries
Digio is a fast-growing, profitable product startup founded in 2016 by ex-Flipkart, and Twitter folks, playing a key role in India's digital story. The company is building software platforms and products to power business processes, to go paperless and digital in order to bring down cost overheads, and time involved in erstwhile offline business processes, thereby being instrumental in increasing operational efficacy and human productivity along with enabling presence-less digital reach and super-rich end-user experience.
Digio is the market leader in India for digital onboarding and has played a key role so far in enabling digital transformation in India by empowering a large part of the Indian ecosystem specifically the Fintech sector of India. Digio has been honored as the world's 100 most innovative Regtech company by the World Fintech Forum.
