Customer Support Agent (Email)

Hello, Truecaller is calling you from Bangalore, India! Ready to pick up?

Our goal is to make communication smarter, safer, and more efficient, all while building trust everywhere. We're all about bringing you smart services with a big social impact, keeping you safe from fraud, harassment, scam calls or messages, so you can focus on the conversations that matter.

• Top 20 most downloaded apps globally, and world’s #1 caller ID and spam-blocking service for Android and iOS, with extensive AI capabilities, with more than 400 million active users per month. 
• Founded in 2009, listed on Nasdaq OMX Stockholm and is categorized as a Large Cap. Our focus on innovation, operational excellence, sustainable growth, and collaboration has resulted in consistently high profitability and strong EBITDA margins.
• A team of 400 people from ~35 different nationalities spread across our headquarters in Stockholm and offices in Bangalore, Mumbai, Gurgaon and Tel Aviv with high ambitions. 

We at The Customer Support team are dedicated to fostering valuable connections with users, aiming to promptly respond to emails within the specified timeframe and effectively resolve any issues encountered. Situated entirely in Bangalore, our team is committed to delivering exceptional support and user satisfaction, thereby upholding our mission to cultivate lasting relationships with our customers.

As a Customer Support Agent, Your core job will be to respond to emails and resolve queries. Our vision is to be recognized as the go-to destination for our users for support, drive long-term loyalty and advocacy among our user base. 

What you bring in: 

• 4-6 years experience of customer support, preferably for mobile/technical products
• Excellent English Communication skills, both verbal and written
• Experience with support platforms such as Zendesk, Freshdesk or similar software.
• Email support is a must, the majority of our customer support tickets are email based.
• Knowledge of other languages is a big plus (especially Hindi)
• Able to approach problems with logical thinking and a strategic mindset, considering both the details and the broader context.
• Experience in effective time management and multitasking abilities 
• Troubleshoot complex product issues, manage escalations when necessary to ensure timely resolution. Collaborate with cross-functional teams to identify and resolve product bugs and enhance product usability
• Able to analyze data and create effective reporting summaries.
  

The impact you will create: 

• This position will mainly include working on emails primarily and other communication channels. Find bugs and trends reported by our users proactively to fuel faster resolution. 
• The main focus will be to increase efficiency, and stay within the given TAT. You will learn how the Truecaller App works and also be involved in creating JIRAS for the issues that have been raised.
• A customer support agent with a technical background, responsible for assisting users via email, undertakes various key tasks. These include promptly addressing user inquiries and concerns, offering troubleshooting guidance, and employing problem-solving skills to resolve issues efficiently. 
• Cultivate a deep understanding of the company's products or services to provide accurate assistance, create and update documentation to aid users and educate customers on product usage. The agent escalates complex issues as needed and ensures quality responses while gathering feedback for continuous improvement. 
• Stays updated on product features and industry trends, monitor performance metrics (CSAT and FRT), collaborate with team members, and contribute to a positive overall customer experience.

It would be great if you also have:

• Prior startup experience
• Team player 
• Initiative taking/proactive approach

Life at Truecaller - Behind the code:  https://www.instagram.com/lifeattruecaller/

Sounds like your dream job?

We will fill the position as soon as we find the right candidate, so please send your application as soon as possible. As part of the recruitment process, we will conduct a background check.

 This position is based in Bangalore, India. 

We only accept applications in English. 

What we offer: 

• A smart, talented and agile team: An international team where  ~35 nationalities are working together in several locations and time zones with a learning, sharing and fun environment. 
• A great compensation package: Competitive salary, 30 days of paid vacation, flexible working hours, private health insurance, parental leave, telephone bill reimbursement, Udemy membership to keep learning and improving and Wellness allowance.
• Great tech tools: Pick the computer and phone that you fancy the most within our budget ranges. 
• Office life:  We strongly believe in the in-person collaboration and follow an office-first approach while offering some flexibility. Enjoy your days with great colleagues with loads of good stuff to learn from, daily lunch and breakfast and a wide range of healthy snacks and beverages. In addition, every now and then check out the playroom for a fun break or join our exciting parties and or team activities such as Lab days, sports meetups etc. There something for everyone!

Come as you are:  Truecaller is diverse, equal and inclusive. We need a wide variety of backgrounds, perspectives, beliefs and experiences in order to keep building our great products. No matter where you are based, which language you speak, your accent, race, religion, color, nationality, gender, sexual orientation, age, marital status, etc. All those things make you who you are, and that’s why we would love to meet you.