Subject Matter Expert Technical Support

Job Description

As a Customer Support Agent at Fingular, you will be the first point of contact for our customers, ensuring they receive exceptional support and guidance on our platform. You will be responsible for addressing customer inquiries, troubleshooting issues, and collaborating with various teams to deliver a seamless customer experience. This role offers the opportunity to become an expert in our product and directly contribute to customer satisfaction and retention.

Were looking for a customer support expert who can provide top-tier service across all our products, leveraging AI technologies to handle support inquiries in any language.

Your Key Responsibilities

• Providing Customer Support: Become a product expert to address customer questions, providing accurate and prompt assistance via email, live chat, and support tickets.
• Categorizing Inquiries: Identify and categorize customer inquiries to ensure efficient handling and assignment, ensuring complex issues are escalated to the appropriate teams.
• Documenting Solutions and Creating Resources: Write and update support articles and documentation to help customers self-serve, reducing the volume of repeat inquiries.
• Delivering Outstanding Customer Service: Strive to delight customers by providing a seamless, friendly, and effective support experience that builds trust and loyalty.
• Adhering to SLAs and KPIs: Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain high standards of service quality.
• AI Model Training: Contribute to refining our AI model, enhancing its ability to address customer inquiries accurately.

Requirements

• 3-5 years in customer support, preferably in startup, fintech, or tech industries.
• Experience in technical support roles.
• Familiarity with AI models, ChatGPT, and prompt engineering.
• Hands-on involvement in AI model training and bot response reviews.
• Open to develop a customer-first mindset and offer exquisite customer support. Proficiency in handling tickets via email/chat processes.
• Proficiency in handling tickets via email/chat processes.
• Possessing the ability to multitask, think quickly on your feet, so that you can make solid decisions.
• Technical Skills: familiarity with Zendesk and experience with LLM prompting (OpenAI, Anthropic).
• A proactive and customer-focused mindset, with a drive to deliver exceptional service.
• Education: A bachelors degree in computer science is preferred.

What We Offer

• Competitive Salary
• Career Growth: A unique opportunity to develop within a dynamic, fast-growing company

Share resume to : hr@trustpaisa.com with subject line " Resume for Subject Matter Expert "

Call for any queries : 7411705815