Customer Support Specialist

Position Summary
As a Customer Support Specialist, you serve as the first point of contact for MyAdvice clients. This role is responsible for resolving high-volume support requests efficiently while delivering exceptional customer service.
You will handle the majority of incoming tickets—answering questions, assisting with simple website updates, guiding clients through platform features, and ensuring requests are properly triaged and escalated when necessary.
This role requires strong communication skills, attention to detail, and the ability to balance speed with accuracy in a fast-paced environment.
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Shift & Work Schedule
This role supports our US operations. The selected candidate will be assigned one of the following schedules based on business needs:

Available Shifts (IST):

• 6:30 PM – 3:30 AM
• 10:30 PM – 7:30 AM

Available Work Weeks:

• Sunday – Thursday
• Monday – Friday
• Tuesday – Saturday

Important: Candidates must be willing to work any of the above shifts and workweek combinations as assigned. The assigned schedule will be considered the employee's regular working schedule.
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Essential Duties

• Manage and resolve incoming support requests via ticketing system, phone, and email
• Close 100+ tickets per week while maintaining quality standards
• Answer inbound calls and assist clients in real-time
• Assist with simple website updates (text edits, image swaps, basic changes)
• Guide clients through platform features and functionality
• Clearly explain technical concepts in non-technical language
• Identify issues that require escalation to Tier 2
• Document all interactions thoroughly in ticketing system
• Maintain a high level of professionalism and empathy
• Collaborate cross-functionally with internal teams

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Required Skills & Experience

• 1+ year in high-volume customer service or technical support
• Experience using support ticketing software (Zendesk preferred)
• Strong written and verbal communication skills
• Ability to multitask and manage high ticket volume
• Basic understanding of CMS platforms (WordPress preferred)
• Comfortable learning and explaining web-based software platforms
• Strong attention to detail and organizational skills
• Ability to work independently and manage multiple priorities
• Familiarity with AI-powered productivity and support tools (ChatGPT, Claude, Gemini, Cursor, or similar)
• Ability to leverage AI tools to improve efficiency, problem-solving, communication, and customer support workflows
• Willingness to continuously learn and adapt to emerging AI technologies and best practices

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Success in This Role Looks Like:

• 90%+ of tickets resolved without escalation
• Strong CSAT scores
• Accurate triage and escalation decisions
• Clear, client-friendly communication
• Consistent ticket throughput without sacrificing quality

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Position Details

• Base Salary: 8 to 10 LPA based on experience and qualifications.
• Position Type: Full-time, Salaried 
• Work Locations: This position is fully remote to start, but there is the chance this position will be called back to the office in Bangalore. We will prioritize candidates that are located in Bangalore or willing to relocate there.
• Travel: May require occasional local or national travel (less than 5% of the time, if at all).
• Physical Requirements: Prolonged periods sitting at a desk and working on a computer (90% at desk, 10% of time walking); Ability to lift up to 30 lbs and use typical office equipment (computers, keyboards, printer, etc.). 

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Benefits

• Employer-contributed medical insurance (100% premium covered by the company)
• Provident Fund (PF) contributions as per policy
• Leave policy: 12 Sick/Casual Leaves + 18 Annual Leaves + 10 Company Holidays
• Remote-first Company, Flexible Schedules + Early Out Fridays!
• Employee Assistance Program (EAP): free mental health support, financial/legal consultations, and more
• Tuition Reimbursement Program (up to ₹1 lakh annually) + Executive Mentorship Program
• Leadership Training Program: learn the fundamentals of leading a team (available to all employees)
• Ongoing personalized coaching and career development support
• Casual / Business Casual dress code and a fun work environment (games, coffee, snacks, etc.)
• Core value initiatives: “Pay It Forward,” Project Fantastic (client collaboration), and more!

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MyAdvice
"We will chase perfection, and we will chase it relentlessly, knowing all the while we can never attain it. But along the way, we shall catch excellence.” - Vince Lombardi

MyAdvice empowers business owners and professionals to increase their revenue by attracting and retaining more clients through digital marketing. The SaaS-based platform enables hands-on control and visibility into performance of online marketing activities, backed by 20+ years of best practices and expertise on how to maximize those efforts. MyAdvice’s six-stage Pyramid of Success™ provides a proven step-by-step plan for how and when to implement growth-oriented marketing tactics for greatest impact, including website design and maintenance, local directories, client reviews, social media, search engine optimization (SEO) and paid advertising. Learn more at myadvice.com.

We are committed to diversity and inclusion as we understand and value its importance to our success. Our team thrives upon our employee's unique experiences to propel creative solutions, so we aspire to continue building upon our diverse team to include groups that are traditionally underrepresented. Additionally, studies have shown that minorities are less likely to apply for a position if they don't meet every qualification. MyAdvice prioritizes a strong company culture fit and believes in providing opportunities to individuals with exceptional work ethic. Skills can be taught. With that in mind, if you believe yourself to be a good fit, we strongly encourage people of all backgrounds to apply.

MyAdvice is a performance based and data driven company that has experienced tremendous growth within the last year, so we're excited for the opportunity to introduce new talent. MyAdvice’s progressive values include transparency, teamwork, relentless effort and intellectual honesty in order to bring about the success of our clients. We encourage continuous education, career development and work/life balance while thriving in a casual and collaborative work environment. With MyAdvice you will be a valued and integral member whom we will continually invest.