About CallHippo CallHippo is a futuristic virtual phone system that revolutionises communication for businesses of all scales and sizes. Established with the aim of enhancing customer communications and boosting team collaboration, it offers an array of 50+ advanced features. The company has a strong global presence, with footprints in 80+ countries. To know more: https://callhippo.com/ Work Location: In office Timings: Rotational What You'll Do Handle live chats and support tickets across multiple channels on a daily basis Maintain an Average Response Time (ART) of under 1 minute, as live chat is our primary support channel Consistently achieve a CSAT score of 4/5 or higher Meet defined SLA targets for first response and resolution across chats, tickets, and WhatsApp support Provide timely and accurate WhatsApp support with a customer-first approach Close a high volume of support tickets each month without compromising on quality Troubleshoot issues efficiently and provide clear solutions to ensure customer retention Take ownership of issues until resolution and coordinate with internal teams when escalation is required Required Skills & Experience Prior experience in Technical Support, preferably for VoIP / Telecom / SaaS products Strong hands-on experience in troubleshooting application-based software Basic understanding of VoIP concepts such as call flow, DID numbers, carriers, and call logs Excellent written/Verbal communication skills Ability to work in a fast-paced, performance-driven support environment Comfortable working with support metrics like CSAT, SLA, ART, and ticket closure targets Perks of Working with Us! 5-day Workweek Uncapped Performance-Based Incentives Reward & Recognition Programs Annual Company Retreats Employee Referral Rewards