Customer Support Representative (CSR I) Apprentice

Accountabilities: Respond to customer queries through chat, email, Zoom, and phone calls, providing clear, timely, and helpful assistance. Troubleshoot common product issues, configuration challenges, and technical questions, guiding customers through practical solutions. Escalate complex or unresolved technical issues to the appropriate teams, ensuring that relevant details and troubleshooting steps are documented accurately. Deliver an excellent customer experience through professional, empathetic, and customer-focused communication. Participate in hands-on training to develop product knowledge, technical troubleshooting capabilities, and familiarity with customer support processes. Collaborate with team leads and colleagues to strengthen product expertise, share knowledge, and improve support quality. Use AI tools and available support technologies to streamline workflows, improve response efficiency, and enhance the overall customer experience. Maintain accurate customer interaction records and follow established procedures, service standards, and escalation guidelines. Requirements: Recent graduate or aspiring professional interested in starting a career in technical customer support. Strong written and verbal English communication skills, with the ability to explain information clearly and professionally. Basic technical aptitude and a genuine interest in SaaS products, software applications, and technology. Good analytical and problem-solving skills, with the ability to investigate issues and identify practical solutions. Customer-first mindset, patience, and empathy when handling questions, concerns, or challenging customer situations. Willingness to learn new products, tools, processes, and technologies in a fast-paced environment. Strong attention to detail, organizational skills, and the ability to collaborate effectively with a remote team. Familiarity with customer support or ticketing platforms such as Freshdesk, Zendesk, or Zoho is an advantage but not mandatory. Availability to complete the full 12-month apprenticeship and work one of the designated Monday-to-Friday shifts: 8:00 AM–5:00 PM Central Standard Time (CST), or 4:00 AM–1:00 PM Central Standard Time (CST). Benefits: Monthly stipend: ₹32,000 during the 12-month apprenticeship. Remote work: Work remotely from India. Structured learning: Gain practical experience in customer support, technical troubleshooting, and SaaS product operations. Mentorship: Receive guidance and coaching from experienced customer support professionals and team leads. Hands-on training: Develop product knowledge and learn customer support tools, workflows, and AI-assisted solutions. Career development: Build transferable technical, communication, and problem-solving skills that support future career opportunities. Potential full-time opportunity: Possibility of conversion to a full-time position based on individual performance and business requirements; conversion is not guaranteed. Programme start date: November 2026. Apprenticeship framework: The programme is intended to operate in accordance with applicable Indian apprenticeship regulations and guidelines. Work schedule: Monday to Friday, with one of the designated shifts assigned.