Customer Experience Associate

Role overview

Customer Experience Associate at Kapture CRM

As a Customer Experience Associate , you will be the first line of support for customers, helping resolve their queries and routine technical issues while ensuring a smooth support experience.

Here’s what you will do in this role: Client Engagement Provide first-line support to customers by understanding their queries, workflows and use cases.

Success in this role means providing timely and accurate support, meeting defined SLAs, maintaining high-quality ticket documentation, and ensuring customer issues are followed through to appropriate resolution .

What would make you a good fit for this role?

What are the most critical skills for this role?

Responsibilities

• You will manage support requests, troubleshoot issues, collaborate with relevant CX and technical teams, and build an understanding of customer workflows and use cases.
• Manage customer support requests and provide clear, professional and context-aware responses.
• Build customer trust through timely communication and solution-oriented support.
• Work with L2, Customer Engineering and relevant technical teams to support timely issue resolution.
• Maintain and update knowledge base articles, FAQs and troubleshooting documentation to improve support quality.
• Develop an understanding of customer workflows and how platform issues impact their operations.
• You will also be expected to build a strong understanding of Kapture’s platform and customer workflows, collaborate effectively with internal teams, and contribute to improving support processes and knowledge resources.

Employment details

• Customer Experience Associate CX (Customer Experience) | 1+ years | Full Time | Bangalore Who are we?
• Location: Bangalore [India]

Application details

• Technical Expertise Troubleshoot routine application and platform-related issues by checking configurations and identifying basic technical problems.
• Apply structured problem-solving to identify relevant information before escalating an issue.

Additional role details

• Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions.
• We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations.
• Over a thousand clients across 18 countries have used Kapture’s products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, BigBasket, Meesho, Airtel Payments Bank and Cathay Pacific.
• Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.
• Kapture CX is headquartered in Bangalore and has offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.
• What is this role all about?
• The role combines customer engagement, technical troubleshooting, ticket management and cross-functional collaboration to ensure customer issues are addressed accurately and within defined service levels.
• Sounds interesting?
• Gather relevant information about reported issues and share accurate details with the appropriate internal teams.
• Collaborate with CX and technical stakeholders to ensure customer concerns are addressed effectively.
• Support API and integration-related queries and escalate complex technical issues with complete and relevant information.
• Reproduce and document issues where required and raise BUGs/CRs on JIRA for further investigation.
• Project & Delivery Management Manage assigned support requests by tracking ticket progress, maintaining accurate updates and ensuring timely follow-up.
• Prioritise support requests based on urgency and defined SLAs.
• Escalate critical or complex issues to the appropriate teams and follow them through to resolution.
• Follow defined SOPs and support processes to ensure consistent service delivery.
• Collaborate with relevant teams on issue resolution and operational follow-ups.
• Business Acumen & Problem Solving Use basic ticket data and support metrics to identify recurring issues and patterns.
• Share recurring customer or operational issues with relevant teams to support improvements in the customer experience.
• What does success look like in this role?
• Basic Requirements 1+ years of experience in Customer Experience, technical support, helpdesk or a similar role, preferably in a SaaS or CRM environment.
• Comfortable working with ticketing tools such as Freshdesk and managing multiple support requests.
• Good understanding of basic application and technical troubleshooting.
• Ability to understand customer queries, gather relevant information and document issues clearly.
• Good written and verbal communication skills.
• Ability to manage priorities and follow defined SLAs and support processes.
• Strong ownership and follow-through on assigned customer issues.
• Customer focus: Ability to understand customer concerns and provide clear, empathetic and solution-oriented support.
• Technical troubleshooting: Ability to investigate routine technical issues and identify the information required for further debugging.
• Problem solving: Ability to analyse issues logically, reproduce problems where required and document findings clearly.
• Technical understanding: Basic exposure to APIs, integrations and application workflows.
• Collaboration: Ability to work effectively with CX, L2, Customer Engineering and other internal teams.
• Time and priority management: Ability to manage multiple support requests while maintaining service quality and SLA adherence.