Associate - Customer Support

Company Overview

Engagedly Inc. is a fast-paced growth provider and an award-winning talent management software solution provider. Built upon best practices and decades of research, Engagedly’s People + Strategy platform is evolving performance management, development, and engagement to drive successful organizational outcomes across the globe. Engagedly’s E3 unified platform combines the power of business strategy execution, talent enablement, and employee engagement into one easy-to-use software solution. This niche HRTech space is attracting attention from candidates who love challenges and want to learn new things every day in a product R&D environment.

The Opportunity

The Associate – Customer Support plays a key role in ensuring a smooth and positive experience for our customers. You will be responsible for handling customer queries, troubleshooting issues, and providing timely, accurate resolutions through various support channels. In addition, you will maintain detailed case logs, follow standard operating procedures, and ensure consistent adherence to service-level expectations.

You will also escalate recurring or critical issues to the relevant teams, contribute to knowledge-base improvements, and support process enhancements based on customer feedback. Ensuring clear communication, empathy, and a customer-first mindset throughout every interaction will be central to this role. As you grow, you will also help identify trends, share insights with supervisors, and support team readiness by participating in training and quality initiatives.

Responsibilities

• Respond to customer inquiries and technical support tickets via email and chat within defined SLAs.
• Troubleshoot software configuration, integration, and functionality-related issues with logging in Jira/HubSpot.
• Perform initial triage and categorize tickets by complexity and issue type.
• Handle 15–20 tickets per day with First Response Time target: < 30 minutes.
• Collaborate with Product and Engineering teams on bugs and feature requests.
• Contribute to documentation, troubleshooting guides, and FAQs.
• Night Shift on Rotation 
• Provide continuous support during night/early morning hours. Maintain detailed ticket handoff notes for the next shift.
• Participate in process improvement initiatives (AHT reduction, CSAT enhancement).
• Operational Excellence - Meet productivity benchmarks:
  • AHT: 25–35 minutes
  • FCR: 40%+
  • CSAT: 90%+
• Stay updated on platform features and product enhancements through regular training.

Required Skills

• Bachelor's degree with 2 to 3 years of relevant work experience.
• Problem-solving and logical troubleshooting ability.
• Multitasking and time-management skills to handle multiple tickets or calls.
• Basic technical aptitude to understand product features and common issues.
• Familiarity with HubSpot and customer support tools (e.g., helpdesks, ticketing systems)
• Customer-first mindset with a focus on delivering high-quality service

If this role sounds exciting, challenging, and interesting, then we look forward to hearing from you. 

All aspects of employment at Engagedly are based on merit, competence, and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Engagedly is proud to be an equal-opportunity employer.

To learn more about Engagedly, visit: https://engagedly.com/