Customer Support Specialist

About the job

Be the voice of Cuzor for the people who count on us. You’ll support customers over the phone, chat, and email, listening carefully, asking the right questions, and staying with them until the issue is fully resolved.

Some days you’ll guide someone through a setup step-by-step. Other days, you’ll troubleshoot something urgent and make a stressful moment feel manageable. And when you spot patterns, you’ll help us fix the root cause, improving our docs and product experience so the next customer never hits the same problem.

If you love turning confusion into clarity and problems into relief, you’ll fit right in.

Key Responsibilities

• Be the trusted, human voice of Cuzor across phone, chat, and email, making every interaction feel clear, calm, and helpful.
• Listen deeply to understand the customer’s goal, ask smart questions, and diagnose issues quickly (not just treat symptoms).
• Take end-to-end ownership of cases: set expectations, communicate progress, follow through, and confirm resolution.
• Troubleshoot product, setup, and usage issues with patience and urgency—guiding customers step-by-step when needed.
• Create a “wow” experience through proactive help: anticipate next questions, share best practices, and prevent repeat issues.
• Document solutions clearly in a knowledge base (FAQs, how-tos, playbooks) so customers and teammates get faster answers.
• Spot patterns in customer issues and escalate with strong context—helping engineering/product teams fix root causes.
• Handle sensitive situations with empathy (delays, defects, dissatisfaction), and turn tough moments into trust-building moments.
• Track tickets/cases accurately (CRM/helpdesk), meet response/quality SLAs, and contribute to continuous improvement.
• Share customer insights regularly, what’s confusing, what’s missing, what customers love, so Cuzor keeps getting better.

Qualification

2–4 years of experience in customer support, technical support, customer success, or helpdesk (voice/chat/email), preferably in a fast-paced environment.

Education (Required)

• BE/B.Tech (any relevant engineering stream), MCA or Diploma in Engineering / Technical discipline
• Excellent written and spoken communication: clear, warm, and confident; able to explain technical steps in simple language.
• Good to have Experience supporting hardware/consumer electronics/IoT/B2B products, basic understanding of USB-C / power/chargers (including if relevant)

It’s an in-office role that requires working on alternate Saturdays.