Customer Support Representative – FCRT (First Call Response Team)

WE WILL ONLY CONSIDER CANDIDATES FROM MUMBAI, PUNE, HYDERABAD

Overview

We are looking for an articulate, empathetic, and highly responsive Customer Support Representative to join our First Call Response Team (FCRT). This role requires exceptional communication skills, quick problem-solving ability, and a strong commitment to delivering an outstanding customer experience on the very first interaction.

Excellent English communication skillsboth verbal and writtenare mandatory.

Key Responsibilities

First Call Resolution & Customer Interaction

Serve as the first point of contact for customer inquiries via phone, email, or ticketing system.

Understand issues thoroughly and aim to resolve them during the first customer interaction.

Provide guided troubleshooting or information to address common issues immediately.

Escalate cases that require technical intervention with complete and clear documentation.

Maintain professionalism, empathy, and patience in every interaction.

Ticketing, Documentation & Accuracy

Create well-written, detailed, and grammatically correct ticket notes.

Document all customer interactions, troubleshooting steps, and follow-up requirements.

Track unresolved cases and ensure timely updates to customers.

Maintain accurate data and records in the CRM / ticketing platform.

Communication Excellence

Communicate confidently, clearly, and respectfully with customers.

Translate technical topics into simple, easy-to-understand language.

Write polished emails, updates, and internal notes with consistent quality.

Handle challenging customers calmly with a solution-first mindset.

Team Collaboration & Process Adherence

Work closely with the FCRT Lead and technical teams to ensure fast resolution.

Follow escalation paths and service processes precisely.

Participate in training sessions, coaching, and knowledge-sharing meetings.

Provide feedback on recurring issues to help improve the First Call Resolution rate.

Customer Experience & Quality Control

Maintain high satisfaction scores by delivering fast, accurate, and friendly service.

Ensure customers feel heard, valued, and supported.

Identify improvement opportunities to enhance customer experience.

Required Skills & Qualities

Communication Skills

Exceptional spoken and written English.

Strong listening skills with the ability to understand customer needs clearly.

Ability to handle pressure and communicate professionally at all times.

Customer Service & Support Skills

13 years of customer support, helpdesk, or call center experience preferred.

Experience in MSP, SaaS, or IT support environments is a plus.

Familiarity with ticketing systems / CRM tools.

Ability to walk customers through steps clearly and logically.

Soft Skills

Empathy, patience, and customer-first attitude.

Strong attention to detail and accuracy in documentation.

Quick thinker with the ability to respond effectively on the first call.

Responsible, organized, and consistent.

Able to work well under guidance and within a team.

Preferred Qualifications

Experience with IT support or MSP workflows.

Customer Service certifications or ITIL Foundation (preferred but not required).

Basic understanding of Office 365 or basic troubleshooting (added advantage).