Responsibilities

Head of Support

• Resolving escalated customer complaints.
• Maintain regular task (Support/refund/sales related issue/tickets/complicated tickets/future goal for the products depending on customer needs)
• Monitor team daily task
• Motivate the team
• Skill Improvement of the team
• Distribute work towards team
• Evaluation of team
• Rule and Regulation inside the team
• Leave the maintenance of the team
• Shift maintenance of the team
• Maintain workflow of support
• Issue solving/issue fixing flow check

Support Coordinator

• Providing Support via Helpscout support tickets/ live chat for both of our free & paid products.
• Troubleshooting, Investigating and creating detailed bug reports. 
• Taking ownership of technical issues and working with our Engineering team to resolve more advanced issues when necessary. 
• Support Engineer needs to provide pre-sales support and they need to convince the customer to purchase.
• Resolving escalated customer complaints. 
• Taking work from Head of Support  
• The co-ordinator will explain the work to the members and will distribute work among team members 
• The co-ordinator will follow up of works towards the Head 
• Receive feedback from Lead continuously 
• Reporting 
• Train Intern/ Trainee

Senior Support Engineer

• Providing Support via Helpscout support tickets/ live chat for both of our free & paid products.
• Troubleshooting, Investigating and creating detailed bug reports. 
• Taking ownership of technical issues and working with our Engineering team to resolve more advanced issues when necessary. 
• Support Engineer needs to provide pre-sales support and they need to convince the customer to purchase.
• Resolving escalated customer complaints. 
• Helping the junior, work to Improve their Skills
• Complete own daily tasks.
• Adding extra value on Team
• R & D of their own product

Support Engineer

• Providing Support via Helpscout support tickets/ live chat for both of our free & paid products.
• Troubleshooting, Investigating and creating detailed bug reports. 
• Taking ownership of technical issues and working with our Engineering team to resolve more advanced issues when necessary. 
• Support Engineer needs to provide pre-sales support and they need to convince the customer to purchase.
• Resolving escalated customer complaints.

Junior Support Engineer

• Providing Support via Helpscout support tickets/ live chat for both of our free & paid products.
• Troubleshooting, Investigating and creating detailed bug reports. 
• Taking ownership of technical issues and working with our Engineering team to resolve more advanced issues when necessary. 
• Support Engineer needs to provide pre-sales support and they need to convince the customer to purchase.
• Resolving escalated customer complaints.

Trainee/ Intern

• Providing Support via Helpscout support tickets/ live chat for both of our free & paid products.
• Troubleshooting, Investigating and creating detailed bug reports. 
• Taking ownership of technical issues and working with our Engineering team to resolve more advanced issues when necessary. 
• Support Engineer needs to provide pre-sales support and they need to convince the customer to purchase.
• Resolving escalated customer complaints. 
• Acquiring Knowledge about the product