Customer Support and Implementation, Associate 2

Overview

Join the Professional Services team within Charles River Private Market as an Associate handling customer support queries, resolving support tickets, completing assigned tasks, and assisting customers primarily through email. This individual contributor role involves regular collaboration with internal teams and external clients, daily coordination with support team members, and accurate documentation of work hours.

What you'll do

• Complete daily assigned tasks efficiently and on time.
• Resolve customer support tickets.
• Assist customers primarily through email communication.
• Gain a solid understanding of the product.
• Deliver high-quality work with attention to detail and accuracy.
• Aim for zero errors.
• Maintain a high level of productivity and time management.
• Take ownership of assignments, meet deadlines, and remain flexible when needed.
• Assist with additional tasks as assigned by the manager or team.
• Collaborate regularly with internal teams and external clients.
• Coordinate daily with fellow support team members.
• Document work hours accurately.
• Build product knowledge and understand support workflows.
• Develop strong working relationships with stakeholders.
• Contribute to team productivity and quality standards.

What you'll need

• Willingness to work in 24x7 shifts, including weekends and holidays, if required.
• Comfort working in a hybrid or office-based work environment.
• Strong communication skills across all organizational levels.
• An analytical mindset with problem-solving ability.
• A detail-oriented and process-driven approach.
• Adaptability to thrive in a fast-paced, evolving environment.

Nice to have

• Excellent verbal and written communication.
• Basic to intermediate proficiency in Microsoft Excel.
• Familiarity with CRM tools like Zendesk or Salesforce.
• Experience with BI tools or data modelling.

Details

• Location: Hinjewadi, Pune.
• Work environment: Hybrid or office-based.
• Working schedule: 24x7 shifts, including weekends and holidays, if required.
• Role type: Individual contributor.