Customer Support Agent

Company Description Pulse Energy is an ISO 27001–certified SaaS platform serving EV charging operators, EV fleet operators, and EV OEMs. The company focuses on delivering secure, scalable software solutions that power electric vehicle infrastructure and operations. Backed by leading investors Peak XV Partners (previously Sequoia India) and AdvantEdge, Pulse Energy is in a high-growth phase and expanding its team. Individuals joining Pulse Energy will contribute to a technology-driven, sustainability-focused organization with opportunities to learn and grow in the EV and SaaS ecosystem.
Role Description This is a full-time, on-site Customer Support Agent role based in Bengaluru. The Customer Support Agent will handle incoming customer inquiries via phone, email, and chat, providing clear, timely, and accurate responses related to the Pulse Energy platform and services. Responsibilities include guiding users through product features, troubleshooting common issues, escalating complex problems, and documenting solutions to build a robust knowledge base. The role involves monitoring support tickets, following up on open issues to ensure resolution, and maintaining high standards of customer satisfaction. The Customer Support Agent will collaborate closely with product, engineering, and operations teams to relay customer feedback and help improve overall user experience.
Qualifications
Strong Customer Support and Customer Service skills, with a focus on empathy and professionalism.
Ability to drive high Customer Satisfaction through proactive follow-up and ownership of issues.
Excellent Communication skills, both written and verbal, suitable for technical and non-technical audiences.
Solid Troubleshooting capabilities to resolve product and account-related concerns efficiently.
Prior experience in SaaS or technology support environments is beneficial.
Comfort working with ticketing systems, CRM tools, and basic data entry and reporting.
Ability to work on-site in Bengaluru, manage time effectively, and handle multiple queries in parallel.
A diploma or bachelor’s degree, or equivalent practical experience in customer-facing roles.

Work arrangement
No