Incred (Algotale) -Application support

Designation-Application/Technical support

Location: Bengaluru, ITPL

Exp-0-4yrs

Job Description: Product Support Associate
This role is perfect for a highly motivated and customer-focused individual who is eager to start
their career in the fintech SaaS industry. As a Product Support Associate, you'll be the first point
of contact for our clients & business teams, helping them navigate and solve day-to-day issues
related to our financial lending product. Your primary goal is to provide clear, friendly, and
efficient support.

Responsibilities:
● Be a Problem Solver: Answer questions and help the business team with basic technical
issues they face while using our product.
● Help and Guide: Provide prompt and accurate assistance to the team via email, chat, or
our internal support system.
● Know When to Escalate: Identify and report more complex issues to the senior support
or technology teams.
● Keep Things Organized: Log and track all support requests and their resolutions in our
system.
● Stay Alert: Watch for any signs of product issues and inform the tech team right away.

Who We're Looking For

● Excellent Communicator: You must be able to explain things clearly and simply, both in
writing and speaking.
● A Quick Learner: You should be eager to learn about new product features and
technical concepts.
● Customer-Focused: You genuinely enjoy helping people and can handle difficult
situations with patience and a positive attitude.
● Team Player: You are willing to collaborate with your team to achieve shared goals.
● Flexible: You are open to working in a support environment and providing coverage on
weekends.

Basic Skills Required:
● Proficiency with Excel: Familiarity with basic formulas in Excel is a plus.
● Problem-Solving Mindset: A strong desire to solve problems and find solutions.
● Familiarity with specific ticketing/CRM systems like Jira
● Ability to use Postman collections & API calls.
● Basic Understanding of JSON & APIs

Performance Expectations:
● Daily ticket volume: ~150 tickets.
● Daily email handling: ~20 emails on average.
● Target First Response Time (FRT) : ~ 5mins to 2 hours
● Target Average Handle Time (AHT) or Resolution Time: ~ 4 to 8 mins
● Expected Customer Satisfaction (CSAT) or Quality Score ~ 90%

his role will be remote. The resources need to visit Bengaluru office once in a quarter for 15days

• 6 days working including weekends No Bond.
• Timings : US Shift (8:30 EST to 5:30

About InCred

InCred was founded by Bhupinder Singh in 2016. InCred is credited for Incredible India. We use technology and data-science to make lending quick, simple and hassle-free. We believe traditional ways of lending can exclude those most in need because of outdated, rigid and often inefficient processes. At InCred, we have simplified the lending process with a sharp focus on serving our borrowers' unique needs and circumstances – offering our customers a truly superior borrowing experience.

Company Address: Vasanth Nagar. No 8, Second Floor, Feather Lite Vista Building, MV Jayaram Road, Vasanth Nagar, Bangalore-560052

Funding: $254.4M

Team Size: 5000+

InCred's vision:

To create a trustworthy, transparent, and highest integrity financial institution that positively advances the socio-economic well-being of lower middle class to middle-class Indian households while protecting the interests of all stakeholders

About InCred product and services:

InCred is a new-age financial services group that leverages technology and data-science to make lending quick and easy.

At InCred Financial Services we build cloud native distributed services to solve the most challenging problems of scale. These services are developed in different programming languages as we pick up the best language to solve a problem. Following are some of the languages we use to build our services NodeJS, Python, Java, Elixir, Golang and Typescript.

Our infrastructure is developed using IAAC where the DevOps team uses CloudFormation, Terraform, Ansible, AWS-CDK to create and maintain the infrastructure. We are working on real time streaming problems in the areas of lending, disbursement, customer engagement. We are leveraging Apache Spark, Kafka, Kinesis for designing different solutions.