Incred (Algebrik AI)- Product Support Associate

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:

● Be a Problem Solver: Answer questions and help the business team with basic technical issues they face while using our product.

● Help and Guide: Provide prompt and accurate assistance to the team via email, chat, or our internal support system.

● Know When to Escalate: Identify and report more complex issues to the senior support or technology teams.

● Keep Things Organized: Log and track all support requests and their resolutions in our system.

● Stay Alert: Watch for any signs of product issues and inform the tech team right away.

Who We're Looking For

● Excellent Communicator: You must be able to explain things clearly and simply, both in writing and speaking.

● A Quick Learner: You should be eager to learn about new product features and technical concepts.

● Customer-Focused: You genuinely enjoy helping people and can handle difficult situations with patience and a positive attitude.

● Team Player: You are willing to collaborate with your team to achieve shared goals.

● Flexible: You are open to working in a support environment and providing coverage on weekends.

Basic Skills Required:

● Proficiency with Excel: Familiarity with basic formulas in Excel is a plus.

● Problem-Solving Mindset: A strong desire to solve problems and find solutions.

● Familiarity with specific ticketing/CRM systems like Jira

● Ability to use Postman collections & API calls.

● Basic Understanding of JSON & APIs
Performance Expectations:
● Daily ticket volume: ~150 tickets.
● Daily email handling: ~20 emails on average.
● Target First Response Time (FRT) : ~ 5mins to 2 hours
● Target Average Handle Time (AHT) or Resolution Time: ~ 4 to 8 mins
● Expected Customer Satisfaction (CSAT) or Quality Score ~ 90%