About ClearTax
Over the past decade, our commitment to simplicity has guided us in making processes clearer and more efficient. Our goal is to make things easier done than said.
Clear Today
Clear is now recognized as India’s top fintech SaaS platform, serving over 3,000 enterprises, 600,000 SMEs, and 5 million individuals through our products for ITR, GST, e-invoicing, and more. This journey has been transformative, although not without challenges.
Company Background
Founded in 2011, Clear’s decade-long story is one of growth and expansion. Starting with just three tech products focused on tax and filing, we have expanded to provide comprehensive mobile and web-based SaaS solutions for invoices, taxes, payments, and credit, enhanced with advanced analytics and AI capabilities. As a Series C-funded company with over 1,000 team members, Clear continues to push forward in delivering innovative financial solutions. We are always looking for individuals with fresh perspectives to join us.
Responsibilities
1. Provide software support through inbound calls and emails, troubleshoot client issues, and deliver timely solutions.
2. Collaborate with clients and relationship managers to fully understand issues, review screenshots, reproduce issues, analyze error logs, and troubleshoot effectively.
3. Maintain client engagement throughout the case lifecycle and take ownership of providing timely updates.
4. Work closely within the team, offering and receiving support as needed for efficient issue resolution.
5. Identify clients with recurring issues and escalate as necessary to ensure client satisfaction.
6. Communicate technical issues and resolutions in easy-to-understand language for clients.
7. Document all touchpoints and outcomes accurately in the CRM.
8. Identify and recommend technological improvements to prevent recurring issues.
9. Actively participate in organizational initiatives aimed at enhancing process efficiency.
Qualifications
1. Demonstrates respect, empathy, and constructive candor when dealing with clients.
2. Maintains a customer-first approach.
3. Shows enthusiasm for learning and adaptability.
4. Has basic proficiency in MS Excel.
5. Exhibits strong communication skills, both verbal and written, in English and Hindi.
6. Able to translate client requirements or issues into actionable documents for product or engineering review.
7. Holds a graduate degree (preferably in B.Com).
8. Previous experience in SaaS technical support is a plus.
9. Willingness to work in a 24/7 shift environment.