Customer Support Specialist
Position Summary
As a Customer Support Specialist, you serve as the first point of contact for MyAdvice clients. This role is responsible for resolving high-volume support requests efficiently while delivering exceptional customer service.
You will handle the majority of incoming tickets—answering questions, assisting with simple website updates, guiding clients through platform features, and ensuring requests are properly triaged and escalated when necessary.
This role requires strong communication skills, attention to detail, and the ability to balance speed with accuracy in a fast-paced environment.
Shift & Work Schedule
This role supports our US operations. The selected candidate will be assigned one of the following schedules based on business needs:
Available Shifts (IST):
- 6:30 PM – 3:30 AM
- 10:30 PM – 7:30 AM
Available Work Weeks:
- Sunday – Thursday
- Monday – Friday
- Tuesday – Saturday
Important: Candidates must be willing to work any of the above shifts and workweek combinations as assigned. The assigned schedule will be considered the employee's regular working schedule. Essential Duties
- Manage and resolve incoming support requests via ticketing system, phone, and email
- Close 100+ tickets per week while maintaining quality standards
- Answer inbound calls and assist clients in real-time
- Assist with simple website updates (text edits, image swaps, basic changes)
- Guide clients through platform features and functionality
- Clearly explain technical concepts in non-technical language
- Identify issues that require escalation to Tier 2
- Document all interactions thoroughly in ticketing system
- Maintain a high level of professionalism and empathy
- Collaborate cross-functionally with internal teams
Required Skills & Experience
- 1+ year in high-volume customer service or technical support
- Experience using support ticketing software (Zendesk preferred)
- Strong written and verbal communication skills
- Ability to multitask and manage high ticket volume
- Basic understanding of CMS platforms (WordPress preferred)
- Comfortable learning and explaining web-based software platforms
- Strong attention to detail and organizational skills
- Ability to work independently and manage multiple priorities
- Familiarity with AI-powered productivity and support tools (ChatGPT, Claude, Gemini, Cursor, or similar)
- Ability to leverage AI tools to improve efficiency, problem-solving, communication, and customer support workflows
- Willingness to continuously learn and adapt to emerging AI technologies and best practices
Success in This Role Looks Like:
- 90%+ of tickets resolved without escalation
- Strong CSAT scores
- Accurate triage and escalation decisions
- Clear, client-friendly communication
- Consistent ticket throughput without sacrificing quality
Position Details
- Base Salary: 8 to 10 LPA based on experience and qualifications.
- Position Type: Full-time, Salaried
- Work Locations: This position is fully remote to start, but there is the chance this position will be called back to the office in Bangalore. We will prioritize candidates that are located in Bangalore or willing to relocate there.
- Travel: May require occasional local or national travel (less than 5% of the time, if at all).
- Physical Requirements: Prolonged periods sitting at a desk and working on a computer (90% at desk, 10% of time walking); Ability to lift up to 30 lbs and use typical office equipment (computers, keyboards, printer, etc.).
Benefits
- Employer-contributed medical insurance (100% premium covered by the company)
- Provident Fund (PF) contributions as per policy
- Leave policy: 12 Sick/Casual Leaves + 18 Annual Leaves + 10 Company Holidays
- Remote-first Company, Flexible Schedules + Early Out Fridays!
- Employee Assistance Program (EAP): free mental health support, financial/legal consultations, and more
- Tuition Reimbursement Program (up to ₹1 lakh annually) + Execut