WeatherBug is a popular weather site and mobile app providing hyperlocal, live weather data and proactive alerting to consumer users. As a Customer Support Specialist, you will be part of the frontline team supporting our global user base via email tickets in our CRM and app store reviews.
Requirements
- Handle day-to-day customer tickets received via email/CRM, meeting defined targets for First Contact Resolution, average response time, CSAT and wait time.
- Monitor and respond to app-store reviews in a timely manner, aiming to turn low-star ratings into positive experiences where possible.
- Participate in regular team meetings to stay up to date on product updates, new features and known issues.
- Stay alert to product issues impacting users; raise them in the appropriate internal channels (Slack/Jira, etc.) and create Jira tickets when needed.
- Replicate and document user-reported issues to help Engineering diagnose problems accurately.
- Collaborate with Product, Engineering, QA and Design teams to prioritize and resolve issues based on impact and urgency.
- Track customer sentiment, highlight recurring or critical issues, and follow up with technical teams, taking ownership until issues are resolved or clear workarounds are provided.
- Maintain and update basic support reports or summaries from CRM data as needed.
- Support ad-hoc tasks and projects requirements (e.g., seasonal volumes, experiments, new feature launches) and adjust priorities as business needs change.
Benefits
- Parental leave (Maternity and Paternity)
- Flexible Time Offs (Earned Leaves, Sick Leaves, Birthday leave, Bereavement leave & Company Holidays)
- In Office Daily Catered Breakfast, Lunch, Snacks and Beverages
- Health cover for any hospitalization (Covers both nuclear family and parents)
- Tele-med for free doctor consultation, discounts on health checkups and medicines
- Wellness/Gym Reimbursement
- Pet Expense Reimbursement
- Childcare Expenses and reimbursements
- Employee referral program
- Education reimbursement program
- Skill development program
- Cell phone reimbursement (Mobile Subsidy program).
- Internet reimbursement/Postpaid cell phone bill/or both.
- Birthday treat reimbursement
- Employee Provident Fund Scheme offering different tax saving options such as Voluntary Provident Fund and employee and employer contribution up to 12% Basic
- Creche reimbursement
- Co-working space reimbursement
- National Pension System employer match
- Meal card for tax benefit
- Special benefits on salary account
