Incred (Algebrik AI)- Product Support Associate
Job Description
Product Support Associate
This role is perfect for a highly motivated and customer-focused individual who is eager to start their career in the fintech SaaS industry. As a Product Support Associate, you'll be the first point of contact for our clients & business teams, helping them navigate and solve day-to-day issues related to our financial lending product. Your primary goal is to provide clear, friendly, and efficient support.
Responsibilities:
%CF; Be a Problem Solver: Answer questions and help the business team with basic technical issues they face while using our product.
%CF; Help and Guide: Provide prompt and accurate assistance to the team via email, chat, or our internal support system.
%CF; Know When to Escalate: Identify and report more complex issues to the senior support or technology teams.
%CF; Keep Things Organized: Log and track all support requests and their resolutions in our system.
%CF; Stay Alert: Watch for any signs of product issues and inform the tech team right away.
Who We're Looking For
%CF; Excellent Communicator: You must be able to explain things clearly and simply, both in writing and speaking.
%CF; A Quick Learner: You should be eager to learn about new product features and technical concepts.
%CF; Customer-Focused: You genuinely enjoy helping people and can handle difficult situations with patience and a positive attitude.
%CF; Team Player: You are willing to collaborate with your team to achieve shared goals.
%CF; Flexible: You are open to working in a support environment and providing coverage on weekends.
Basic Skills Required:
%CF; Proficiency with Excel: Familiarity with basic formulas in Excel is a plus.
%CF; Problem-Solving Mindset: A strong desire to solve problems and find solutions.
%CF; Familiarity with specific ticketing/CRM systems like Jira
%CF; Ability to use Postman collections & API calls.
%CF; Basic Understanding of JSON & APIs
Performance Expectations:
%CF; Daily ticket volume: ~150 tickets.
%CF; Daily email handling: ~20 emails on average.
%CF; Target First Response Time (FRT) : ~ 5mins to 2 hours
%CF; Target Average Handle Time (AHT) or Resolution Time: ~ 4 to 8 mins
%CF; Expected Customer Satisfaction (CSAT) or Quality Score ~ 90%
