Customer Support Agent

5 Minutes ago • 4-6 Years

Job Summary

Job Description

As a Customer Support Agent at Truecaller, you will be responsible for responding to emails and resolving user queries. You will troubleshoot complex product issues and manage escalations, collaborating with cross-functional teams to resolve product bugs and enhance usability. The role involves analyzing data, creating reports, proactively finding bugs and trends reported by users, increasing efficiency, and staying within the given turnaround time. You will also learn about the Truecaller App, create JIRAs for raised issues, and ensure quality responses while gathering feedback for continuous improvement. The goal is to drive long-term loyalty and advocacy among the user base. The customer support team is dedicated to fostering valuable connections with users and upholding our mission to cultivate lasting relationships with our customers.
Must have:
  • 4-6 years of customer support experience, preferably for mobile/technical products
  • Excellent English communication skills, both verbal and written
  • Experience with support platforms such as Zendesk, Freshdesk or similar software
  • Email support experience is a must
  • Able to approach problems with logical thinking and a strategic mindset
  • Experience in effective time management and multitasking abilities
Good to have:
  • Knowledge of other languages, especially Hindi and Arabic
  • Prior startup experience
  • Team player
  • Initiative taking/proactive approach
Perks:
  • Competitive salary
  • 30 days of paid vacation
  • Flexible working hours
  • Private health insurance
  • Parental leave
  • Telephone bill reimbursement
  • Udemy membership
  • Wellness allowance
  • Great tech tools
  • Office life with daily lunch and breakfast, snacks, and beverages.
  • Playroom and team activities

Job Details

Hello, Truecaller is calling you from Bangalore, India! Ready to pick up?

Our goal is to make communication smarter, safer, and more efficient, all while building trust everywhere. We're all about bringing you smart services with a big social impact, keeping you safe from fraud, harassment, scam calls or messages, so you can focus on the conversations that matter.

  • Top 20 most downloaded apps globally, and world’s #1 caller ID and spam-blocking service for Android and iOS, with extensive AI capabilities, with more than 450 million active users per month. 
  • Founded in 2009, listed on Nasdaq OMX Stockholm and is categorized as a Large Cap. Our focus on innovation, operational excellence, sustainable growth, and collaboration has resulted in consistently high profitability and strong EBITDA margins.
  • A team of 400 people from ~35 different nationalities spread across our headquarters in Stockholm and offices in Bangalore, Mumbai, Gurgaon and Tel Aviv with high ambitions

We at The Customer Support team are dedicated to fostering valuable connections with users, aiming to promptly respond to emails within the specified timeframe and effectively resolve any issues encountered. Situated entirely in Bangalore, our team is committed to delivering exceptional support and user satisfaction, thereby upholding our mission to cultivate lasting relationships with our customers.

As a Customer Support Agent, Your core job will be to respond to emails and resolve queries. Our vision is to be recognized as the go-to destination for our users for support, drive long-term loyalty and advocacy among our user base. 

What you bring in: 

  • 4-6 years experience of customer support, preferably for mobile/technical products
  • Excellent English Communication skills, both verbal and written
  • Experience with support platforms such as Zendesk, Freshdesk or similar software.
  • Email support is a must, the majority of our customer support tickets are email based.
  • Knowledge of other languages is a big plus (especially Hindi and Arabic)
  • Able to approach problems with logical thinking and a strategic mindset, considering both the details and the broader context.
  • Experience in effective time management and multitasking abilities 

Troubleshoot complex product issues, manage escalations when necessary to ensure timely resolution. 

  • Collaborate with cross-functional teams to identify and resolve product bugs and enhance product usability
  • Able to analyze data and create effective reporting summaries.

The impact you will create: 

  • This position will mainly include working on emails primarily and other communication channels. Find bugs and trends reported by our users proactively to fuel faster resolution. 
  • The main focus will be to increase efficiency, and stay within the given TAT. You will learn how the Truecaller App works and also be involved in creating JIRAS for the issues that have been raised.
  • A customer support agent with a technical background, responsible for assisting users via email, undertakes various key tasks. These include promptly addressing user inquiries and concerns, offering troubleshooting guidance, and employing problem-solving skills to resolve issues efficiently. 
  • Cultivate a deep understanding of the company's products or services to provide accurate assistance, create and update documentation to aid users and educate customers on product usage. The agent escalates complex issues as needed and ensures quality responses while gathering feedback for continuous improvement. 
  • Stays updated on product features and industry trends, monitor performance metrics (CSAT and FRT), collaborate with team members, and contribute to a positive overall customer experience.

It would be great if you also have:

  • Prior startup experience
  • Team player 
  • Initiative taking/proactive approach

Life at Truecaller - Behind the code:  https://www.instagram.com/lifeattruecaller/

Sounds like your dream job?

We will fill the position as soon as we find the right candidate, so please send your application as soon as possible. As part of the recruitment process, we will conduct a background check.

 This position is based in Bangalore, India. 

We only accept applications in English

What we offer: 

  • A smart, talented and agile team: An international team where  ~35 nationalities are working together in several locations and time zones with a learning, sharing and fun environment. 
  • A great compensation package: Competitive salary, 30 days of paid vacation, flexible working hours, private health insurance, parental leave, telephone bill reimbursement, Udemy membership to keep learning and improving and Wellness allowance.
  • Great tech tools: Pick the computer and phone that you fancy the most within our budget ranges. 
  • Office life:  We strongly believe in the in-person collaboration and follow an office-first approach while offering some flexibility. Enjoy your days with great colleagues with loads of good stuff to learn from, daily lunch and breakfast and a wide range of healthy snacks and beverages. In addition, every now and then check out the playroom for a fun break or join our exciting parties and or team activities such as Lab days, sports meetups etc. There something for everyone!

Come as you are: 

Truecaller is diverse, equal and inclusive. We need a wide variety of backgrounds, perspectives, beliefs and experiences in order to keep building our great products. No matter where you are based, which language you speak, your accent, race, religion, color, nationality, gender, sexual orientation, age, marital status, etc. All those things make you who you are, and that’s why we would love to meet you.

Similar Jobs

Tide - Staff Security Engineer, Identity

Tide

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
Wildlife Studios - Site Reliability Engineering Manager

Wildlife Studios

São Paulo, State Of São Paulo, Brazil (On-Site)
2 Months ago
Epic Games - Principal Platform Engineer

Epic Games

Cary, North Carolina, United States (On-Site)
4 Months ago
Arrowhead Game Studios - Senior UI Designer

Arrowhead Game Studios

Stockholm, Stockholm County, Sweden (Hybrid)
3 Months ago
Riot Games - Esports Project Manager

Riot Games

State Of São Paulo, Brazil (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Litmus - Senior Software Engineer - Golang

Litmus

(Remote)
2 Weeks ago
CD PROJEKT RED - Senior Technical Artist

CD PROJEKT RED

Warsaw, Masovian Voivodeship, Poland (On-Site)
3 Months ago
Google - Thermal Test Engineer

Google

Taipei City, Taiwan (On-Site)
3 Weeks ago
Google - Senior Advertising Solutions Architect

Google

Tokyo, Japan (On-Site)
3 Weeks ago
Ansys - R&D Engineer II - C++

Ansys

Chalandri, Greece (On-Site)
2 Weeks ago
tecHouse Games - Summer Internship Program

tecHouse Games

Lahore, Punjab, Pakistan (On-Site)
4 Years ago
KRAFTON Montréal Studio - Lead Programmer

KRAFTON Montréal Studio

Montreal, Quebec, Canada (On-Site)
2 Weeks ago
Bootloader studio - Lead Unity XR Engineer

Bootloader studio

Ho Chi Minh City, Vietnam (On-Site)
1 Week ago
People Can Fly - Senior Level Artist

People Can Fly

(Remote)
1 Week ago

Get notifed when new similar jobs are uploaded

Jobs in Bengaluru, Karnataka, India

Alphasense - Senior Product Content Analyst

Alphasense

Delhi, India (On-Site)
2 Days ago
Qualcomm - Graphics Performance Modelling Engineer - Senior Lead

Qualcomm

Bengaluru, Karnataka, India (On-Site)
2 Days ago
Acceldata - Build and Release Engineer

Acceldata

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Assystems - Project Co-ordinator (Technical)

Assystems

Kavaratti, Lakshadweep, India (On-Site)
6 Months ago
London stock Exchange - Metadata Senior Analyst

London stock Exchange

Bengaluru, Karnataka, India (On-Site)
1 Week ago
Cognite - Backend Engineer

Cognite

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Synechron - Java Developer (Spring, Hibernate and SQL Databases)

Synechron

Hyderabad, Telangana, India (On-Site)
2 Weeks ago
Qualcomm - ML Software Developer in Test (SDET)—AI Inferencing - Lead Engineer

Qualcomm

Bengaluru, Karnataka, India (On-Site)
1 Week ago
InMobiInMobi - Sales Enablement Intern

InMobiInMobi

Bengaluru, Karnataka, India (On-Site)
3 Weeks ago
starschema  - Senior Financial Data Analyst

starschema

Gurugram, India (On-Site)
6 Days ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Stockholm, Stockholm County, Sweden (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Mumbai, Maharashtra, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Stockholm, Stockholm County, Sweden (On-Site)

Mumbai, Maharashtra, India (On-Site)

Mumbai, Maharashtra, India (On-Site)

Mumbai, Maharashtra, India (On-Site)

View All Jobs

Get notified when new jobs are added by Truecaller

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug