Senior Customer Experience Associate
Kapture CXMahadevapura, BangalorePosted a month agoA free account shows the apply link for every role and matches you to the ones that fit your resume.
About the role
Kapture CX provides an AI-powered SaaS platform that helps enterprises automate and improve customer experience operations. This associate will troubleshoot complex customer issues, coordinate resolutions across teams, and improve support processes and documentation.
What you'll do
- Investigate application, API, and integration issues using logs and system information
- Manage customer issues through triage, escalation, resolution, and closure within SLAs
- Coordinate with Product, SRE, Engineering, and Implementation teams to resolve complex issues
- Maintain troubleshooting documentation, runbooks, FAQs, and guides
- Create dashboards and reports to track support trends and SLAs
- Perform QA checks and set up alerts to identify potential issues
Skills
Must have
- Technical troubleshooting
- Customer support
- Escalation management
- API integration troubleshooting
- Technical documentation
- SLA management
- Ticket management
Nice to have
Tools
- Freshdesk
- Jira
- Postman
Who it's for
- Experience
- 3+ years
- Domain
- b2b saas customer experience
About Kapture CX
Kapture CX has 19 open roles in Bangalore, at Kapture CX Head Office, Brigade Summit. See every Kapture CX role.
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