AERHE DEVELOPMENT FEDERATION

Customer Support

• Responding to customer queries and resolving customer issues in a timely and accurate way, via live chat, email, or phone call.
• Troubleshoot bugs faced by our clients.
• Suggest ways to improve the process based on continued interactions with customers.
• Follow up with customers to ensure their technical issues are resolved.
• Keep records of customer interactions and feedback.
• Ensure speedy resolution of issues while maintaining high customer satisfaction.
• Partner cross-functionally with product, engineering, sales and marketing to stay up to date on the latest product developments.
• Develop a deep understanding of the product in order to advise customers about the most relevant features/functionality for their specific business needs.
• Collaborate with the technical team to resolve complex issues, escalating cases as necessary while keeping customers informed of progress.

Customer Support Executive

Backend Engineer

• Able to write clean code and work independently.
• Build efficient, testable, and reusable PHP modules
• Solve complex performance problems and architectural challenges.

PHP Developer

Frontend Engineer

• Responsible for answering and solving customer queries via live chat, email, and calls
• Develop a deep understanding of the Product
• Learn the codebase - how classes/components/functions/events work together and affect each other
• Help customers implement a chat solution by walking them step by step through any aspect of the integration process that is giving them trouble
• Know the documentation inside and out
• Analyze customer codebase errors to identify the root cause
• Diagnose product bugs by replicating customer-reported issues
• Reply to support requests via chat and email
• Join and lead customer calls
• Work on minor bug fixes

Customer Support Executive

PHP Developer

Trainee Engineer, React JS – Technical Support