Support Associate

About Us

Squad combines crowd-sourcing and AI in one platform to help solve large-scale operational processes. Humans are great at solving complex tasks but perform poorly at repetitive tasks, whereas ML works great with bounded repetitive problems & fails with open issues. We see ML & a distributed workforce as two key phenomenons that would drastically change how work gets done.

Our product:

SquadStack: Our elastic distributed team of 2000+ trained call agents reach out to prospective inbound leads within minutes and effectively nurture and qualify them for sales teams, making sales for the client extremely streamlined and predictable. We also optimize several call variables to create a significant increase in conversions. Customers include fintech, ed-tech, and commerce players in India. Deck

After seeing impressive growth in India, we’re launching in the US Real Estate market, where we work with brokerage teams to help qualify sales leads. This candidate would be one of the early members to launch this market.

Overall Responsibilities:

As a Support Associate at SquadStack, you will be responsible for providing high-quality support to the agents working with us. Your primary duties will include:

1. Utilizing your expertise in Zoho to assist agents with technical inquiries, troubleshooting, and problem resolution.
2. Communicating effectively with agents via email, chat, and phone to provide timely and accurate assistance.
3. Collaborating with other team members to escalate complex issues and ensure timely resolution.
4. Participate in team meetings, training sessions, and continuous learning activities to improve product knowledge and support skills.
5. Documenting agent interactions and resolutions.
6. Adhering to company policies and procedures to ensure agent's satisfaction
7. Maintaining a positive and professional attitude in all agent's interactions.
8. Able to create dashboards and share weekly/monthly progress reports.
9. Maintain SLAs/KPIs

Requirements:

• Versant 5 certification under Pearson Test.
• Minimum of one year’s experience working with Zoho.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Prior experience in customer support or a related field is preferred.
• Should be proficient in Google Sheets/Excel

Logistics:

• Location: Noida
• Joining Date: Immediate
• Compensation: 3 - 4 LPA

Why should you consider us seriously?

• We have an audacious vision of reimagining how work gets done! We’re one of the few applications of AI/ Machine Learning that actually has a massive market and business model to create a long-term valuable business rather than a short-term acquisition play!
• In the last one year, we have built a product and solved problems for some of the largest brands in the world, and tested the platform at scale (processed 100+ million units of data; 10+ million calls). We have plans to grow 10x in the next 1.5 years.
• We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Blume Ventures, 91springboard, senior product execs at Square, Genpact & Flipkart; co-founders of Infosys, Snapdeal, Slideshare, Zomato, etc)
• Our platform empowers college students, stay-at-home mothers, and grey-collar workers as a stable source of income for working on their smartphones (Android App Link). Our contractors earn 3x of what a typical back office BPO employee makes. For us, this is truly impactful. Every day, we see success stories such as this one - how a single mother is sustaining herself. Empowering our contractors to be financially independent is a strong part of our vision!
• This is just the beginning and we're here to change the world.