Technical Support I - Tier 1

About Reputation Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle. Responsibilities: Serve as the frontline contact for customer issues via phone, email, and chat. Troubleshoot and resolve routine issues using internal documentation and guidance. Triage and escalate more complex problems to Tier II with detailed case notes. Maintain accurate records in Salesforce and follow established workflows. Educate customers on platform features and best practices. Contribute to support knowledge base content and improvements. Collaborate with peers to share knowledge and enhance the customer experience. Qualifications: 0–1 year technical support, customer support, or SaaS experience. Any Graduation Degree in B.Tech/Bcom/BBA or equivalent experience Mandatory Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change) Strong verbal and written communication skills. Familiarity with Salesforce or similar CRM tools is a plus. Basic Excel knowledge and comfort with technical documentation. Familiarity with social media or online reputation tools is a plus. Detail-oriented and focused on resolving customer pain points quickly. Empathetic and able to translate technical information into everyday language. Thrives in high-volume, fast-moving environments. Highly collaborative, eager to learn, and always looking for ways to improve the customer experience. Flexible, adaptable, and willing to take initiative. Our Benefits & Perks We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That’s why we offer a generous and thoughtfully designed benefits package, including: Health Insurance & Wellness Benefits: Group Health Insurance: Medical Insurance with floater policy of up to Rs 10,00,000 for employee + spouse + 2 dependent children + 2 parents / parent-in-laws Maternity Benefits: Medical insurance up to 75,000 INR, 26 weeks of leave for birth, adoption or surrogacy Life Insurance: Insurance at 3x annual cost to the company (Term Insurance, GPA) Accident/Disability Insurance: Insured at 3x base salary for permanent total disability, permanent partial disability and temporary total disability (GPA) OPD: As part of your health benefits, Employees are entitled to an annual OPD allowance of ₹7,500. This can be used for doctor consultations, diagnostic tests, and prescribed medications. The benefit is applicable to both the employee and eligible dependents and should be claimed within a month's time. AHC: All employees are eligible for one complimentary Annual Health Check each year. Employees may also extend this benefit to their dependents, they can avail the same package at the specially negotiated rates, payable by the employee. Leaves Company Holidays: 10 paid holidays per year (see annual Holiday Calendar) Casual/Sick Leave: 12 days per year (pro-rated) Earned Leave: 2 days per month (pro-rated) Extended Company Holidays: 4 additional paid days off Maternity Leave: 6 months Paternity Leave: 10 working days Bereavement Leave: 10 working days Car Lease: Reputation is offering a Car Lease P ... (truncated, view full listing at source)