Customer Support Specialist
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Job Description
Customer Support Specialist resolving user issues for WeatherBug's global customer base via CRM and app store reviews. Ensuring high-quality experience through effective communication and problem-solving.
Responsibilities:
- **You will:**
- Handle day-to-day customer tickets received via email/CRM, meeting defined targets for First Contact Resolution, average response time, CSAT and wait time.
- Monitor and respond to app-store reviews in a timely manner, aiming to turn low-star ratings into positive experiences where possible.
- Participate in regular team meetings to stay up to date on product updates, new features and known issues.
- Stay alert to product issues impacting users; raise them in the appropriate internal channels (Slack/Jira, etc.) and create Jira tickets when needed.
- Replicate and document user-reported issues to help Engineering diagnose problems accurately.
- Collaborate with Product, Engineering, QA and Design teams to prioritize and resolve issues based on impact and urgency.
- Track customer sentiment, highlight recurring or critical issues, and follow up with technical teams, taking ownership until issues are resolved or clear workarounds are provided.
- Maintain and update basic support reports or summaries from CRM data as needed.
- Support ad-hoc tasks and projects requirements (e.g., seasonal volumes, experiments, new feature launches) and adjust priorities as business needs change.
Requirements:
- **You have:**
- Bachelor’s degree in any discipline (full-time / regular).
- 3-5 years of experience in customer support, preferably in a product / app environment, handling email tickets and reported issues (weather domain experience is a plus).
- 2+ years of hands-on experience with Freshdesk or a similar ticketing/CRM platform.
- Understanding of Jira tool is a plus.
- Excellent written and verbal communication skills in English.
- Strong customer-facing soft skills, including: Empathy, active listening and clear communication – understanding customer emotions, listening carefully, and explaining solutions simply and positively.
- Problem-solving and patience – quickly analysing situations, proposing effective solutions and remaining calm with difficult or escalated customers.
- Product/service understanding – ability to learn WeatherBug’s features deeply to answer questions accurately.
- Time management and adaptability – managing multiple tickets and shifting priorities in a dynamic environment.
- Attention to detail and accountability – carefully capturing information and taking full ownership of issues through to resolution.
- Conflict resolution – handling disagreements professionally while protecting customer trust.
- Cultural sensitivity – communicating respectfully with customers from diverse backgrounds.
- Comfort working with CRM tools, helpdesk software and other support technologies.
- Openness to feedback and a continuous-learning mindset, with a strong ability to absorb and recall knowledge-base content while working collaboratively to assist customers.
Benefits:
- **What we offer:**
- At Weatherbug, we want our employees to be comfortable with their benefits so they can focus on doing the work they love.
- Parental leave- Maternity and Paternity
- Flexible Time Offs (Earned Leaves, Sick Leaves, Birthday leave, Bereavement leave & Company Holidays)
- In Office Daily Catered Breakfast, Lunch, Snacks and Beverages
- Health cover for any hospitalization. Covers both nuclear family and parents
- Tele-med for free doctor consultation, discounts on health checkups and medicines
- Wellness/Gym Reimbursement
- Pet Expense Reimbursement
- Childcare Expenses and reimbursements
- Employee referral program
- Education reimbursement program
- Skill development program
- Cell phone reimbursement (Mobile Subsidy program).
- Internet reimbursement/Postpaid cell phone bill/or both.
- Birthday treat reimbursement
- Employee Provident Fund Scheme offering different tax saving options such as Voluntary Provident Fund and employee and employer contribution up to 12% Basic
- Creche reimbursement
- Co-working space reimbursement
- National Pension System employer match
- Meal card for tax benefit
- Special benefits on salary account
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