WeatherBug

Customer Support Specialist

WeatherBug

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇳 India

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Job Level

Mid-LevelSenior

About the role

  • **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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportticket handlingissue replicationproblem-solvingtime managementattention to detailconflict resolutionadaptabilitycustomer sentiment trackingproduct/service understanding
Soft skills
empathyactive listeningclear communicationpatienceownershipcultural sensitivityopenness to feedbackcontinuous learningcollaborationcalmness under pressure
Certifications
Bachelor’s degree