Customer Support Associate

Summary

Join Ocrolus, a leading AI-powered fintech company, as a Customer Support Associate. You will be the first point of contact for customers, resolving queries and ensuring timely issue resolution via email, chat, or phone. Leveraging your strong communication skills and commerce background, you will investigate and resolve customer complaints, collaborating with internal teams and using SQL. This role requires a Bachelor of Commerce, 1-3 years of experience, and excellent analytical and communication skills. The ideal candidate will also possess familiarity with ticketing systems and data integrity best practices. Ocrolus offers a remote-first work environment and a culture grounded in empathy, curiosity, humility, and ownership.

Requirements

• Bachelor of Commerce (B.Com) and able to comprehend balance sheet
• Experience 1-3yrs
• Excellent written and verbal communication skills with a professional and empathetic tone
• Strong analytical and logical reasoning capabilities
• Proficient in MS Office (especially Excel and Word)
• Ability to handle multiple tasks, prioritize issues, and manage time effectively
• Collaborative mindset with a willingness to learn and adapt

Responsibilities

• Serve as the first point of contact for customers via email, chat, or phone
• Handled incoming customer calls and worked on support tickets to resolve queries and ensure timely issue resolution
• Deliver prompt, accurate, and courteous responses to customer inquiries and issues
• Investigate and resolve customer complaints by collaborating with internal teams and utilizing SQL to extract or verify data
• Maintain thorough documentation of customer interactions, queries, and resolutions
• Monitor and track common issues to help identify trends and escalate systemic problems
• Contribute to improving support documentation, FAQs, and internal knowledge bases
• Support service-level agreements (SLAs) and meet quality and responsiveness KPIs

Preferred Qualifications

• Familiarity with ticketing systems and customer support metrics
• Understanding of data integrity and confidentiality best practices
• Previous experience in Mortgage, fintech, or SaaS industry (preferred but not mandatory)

Benefits

Remote-first company