What we want to accomplish and why we need you?

Jio Haptik is an AI leader having pioneered AI-powered innovation since 2013. Reliance Jio Digital Services acquired Haptik in April 2019. Haptik currently leads India’s AI market having become the first to process 15 billion+ two-way conversations across 10+ channels and in 135 languages. Haptik is also a Category Leader across platforms including Gartner, G2, Opus Research & more. Recently Haptik won the award for “Tech Startup of the Year” in the AI category at Entrepreneur India Awards 2023, and gold medal for “Best Chat & Conversational Bot” at Martequity Awards 2023. Haptik has a headcount of 200+ employees with offices in Mumbai, Delhi, and Bangalore.

What will you do every day?

As a Support Analyst, you will be working in a fast-paced agile environment where you will use your knowledge and understanding of Interakt's platform to research, and solve our customer’s queries with respect to Product and technical issues and ensure our users are delighted with their Interakt experience.

Ok, you're sold, but what are we looking for in the perfect candidate?

• Technical Proficiency: Strong technical understanding of platform integrations, basic API usage, and experience working with SaaS platforms.

• Customer Focus: A passion for helping customers and a dedication to ensuring their satisfaction.

• Communication Skills: Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical users.

• Problem-Solving: Strong analytical and problem-solving skills to identify and resolve complex issues.

• Team Player: Ability to work collaboratively within a team and across different departments.

• Time Management: Effective time management and organizational skills to meet SLAs and manage multiple customer inquiries simultaneously.

• Adaptability: Ability to adapt to a fast-paced and evolving work environment.

• Previous Experience: Prior experience in customer support or technical support roles is a plus.

Requirements*:-

1. Minimum of 2 years of proven experience in customer support.

2. Respond promptly and professionally to customer inquiries and issues through email, chat, and phone, ensuring adherence to established SLAs.

3. Use technical and debugging skills to assist customers with platform integration challenges and basic API usage queries.

4. A Bachelor’s degree in Technology (B.Tech) or a relevant field of education is required.

5. Provide exceptional support for customers using the SaaS platform, addressing technical issues, configuration problems, and general inquiries.

6. Troubleshoot and resolve customer issues effectively, escalating complex problems to higher support tiers as required.

7. Maintain accurate and detailed records of customer interactions, including inquiries, actions taken, and solutions provided.

8. Collect and document customer feedback, including suggestions for product improvements and enhancements.

9. Collaborate with cross-functional teams, such as product development, to address and resolve customer issues and improve product usability.

10. Stay up-to-date with product updates, new features, and industry trends to deliver informed and effective support.

* Requirements is such a strong word. We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.

Tell me more about Haptik

• On a roll: Announced major strategic partnership in April 2019 with Jio in a $100 million deal.

• Great team: You will be working with great leaders who have been listed in Business World 40 Under 40, Forbes 30 Under 30 and MIT 35 Under 35 Innovators.

• Great culture: The freedom to think and innovate is something that defines the culture of Haptik. Every person is approachable. While we are working hard, it is also important to take breaks to not get too worked up.

• Huge market: Disrupting a massive, growing AI market. The global market is projected to attain a valuation of $9 billion by the end of 2024.

• Emerging technology: We are moving to an AI first world, and Haptik is one of the largest AI first companies globally, based out of India.

• Great customers: Some of the most notable brands in the world - Oyo Rooms, Samsung, Tata Teleservices, Club Mahindra, KFC, Coca-Cola, to count a few.

• Impact: A fun and exciting start-up culture that empowers its people to make a huge impact.

Working hard for things that we don't care about is stress, but working hard for something we love is called passion! At Haptik we passionately solve problems in order to be able to move faster and each Haptikan imbibes our key values of honesty, ownership, perseverance, communication, impact, curiosity, courage, agility and selflessness