QDC Expert - Customer Support Representative

Opportunity

As a Customer Support Executive, your primary goal is to resolve customer issues quickly, accurately, and consistently, ensuring minimal disruption to their daily operations.

You will handle day-to-day customer queries across channels such as WhatsApp, calls, and email, diagnose common issues, and provide clear and effective resolutions.

This role requires strong execution and attention to detail, as you will be managing a high volume of queries while maintaining quality and response timelines.

Responsibilities

• You handle inbound customer queries across channels such as WhatsApp, calls, email, and remote sessions, ensuring quick and accurate responses.
  

• You diagnose and resolve common issues related to product usage, payments, hardware (printers), and workflows.
  

• You triage incoming queries effectively, categorize issues correctly, and escalate complex problems to the appropriate teams with clear context.
  

• You reproduce customer-reported issues where required and log detailed tickets for the engineering team to ensure faster resolution.
  

• You guide customers on basic product usage and workflows to help them resolve immediate issues and continue operations.
  

• You ensure adherence to defined SLAs for response time and resolution time across all interactions.
  

• You maintain clear and structured communication with customers, ensuring they understand the issue, resolution, and next steps.
  

• You identify recurring issues and frequently asked questions, and proactively highlight them to improve product, onboarding, and support processes.
  

• You keep accurate records of tickets, updates, and resolutions in internal systems.
  

• You continuously improve your product knowledge and troubleshooting ability to handle queries more efficiently.
  

• Success in this role is measured by speed of resolution, quality of response, and reduction in repeat issues.
  

What you can expect in the next 12 months

Within 1 month

• You build a strong understanding of the QDC product, customer workflows, and the most common issues across different customer segments.
  

• You learn support processes, tools, and SLA expectations, including how to handle, categorize, and prioritize incoming tickets across channels such as WhatsApp, calls, email, and remote sessions.
  

• You begin handling basic customer queries independently, ensuring accurate responses and adherence to defined response time SLAs.
  

• You learn to triage issues effectively and escalate complex problems with proper context and documentation.
  

• You start documenting common issues and solutions to improve response consistency and reduce resolution time.
  

• You maintain clear and structured communication with customers, ensuring they understand the issue and resolution.
  

Within 3 months

• You independently handle a high volume of customer queries across all channels while meeting defined response and resolution SLAs.
  

• You diagnose and resolve the majority of common issues related to product usage, payments, hardware (printers), and workflows without requiring escalation.
  

• You triage tickets accurately and escalate complex issues with complete and structured information to enable faster resolution.
  

• You maintain clear and consistent communication with customers, ensuring clarity on issues, resolutions, and next steps.
  

• You identify recurring issues and highlight them to the team to help reduce repeat tickets.
  

• You maintain accurate and up-to-date records of tickets, updates, and resolutions in internal systems.
  

Within 6 months

• You consistently handle a high volume of queries with speed and accuracy while maintaining SLA performance.
  

• You resolve most customer issues independently and minimize unnecessary escalations.
  

• You identify recurring issues and patterns, and provide clear inputs to help reduce repeat tickets.
  

• You contribute to improving support efficiency by refining troubleshooting approaches and standardizing responses.
  

• You collaborate effectively with L2 Support, Product, and Engineering teams by providing clear and structured issue details.
  

Within 12 months

• You consistently deliver high performance across ticket handling, maintaining strong quality, speed, and SLA adherence.
  

• You handle complex scenarios with confidence and minimal escalation.
  

• You proactively identify recurring issues and inefficiencies, and contribute to reducing ticket volume through structured inputs.
  

• You contribute to improving support processes by refining approaches, standardizing responses, and sharing best practices.
  

• You support onboarding of new team members by guiding them on common issues, processes, and communication standards.
  

• You ensure high-quality documentation of issues, resolutions, and learnings for reuse and consistency.