Customer Support Associate

Company Description Dyrect is an AI-powered Warranty & After-Sales Experience Platform that helps consumer brands transform post-purchase interactions into a profit center. The platform enables seamless warranty registrations and intelligent claim automation, allowing brands to reduce support costs and unlock new revenue opportunities. With its proprietary AI agent, Tara, Dyrect automates customer support workflows to deliver faster resolutions and more consistent service. By focusing on delightful customer experiences and deeper trust, Dyrect is setting a new benchmark for the future of after-sales engagement.
Role Description The Customer Support Associate will provide timely, empathetic, and solution-focused assistance to end customers and brand partners using Dyrect’s platform and AI tools. Day-to-day responsibilities include responding to queries across email, chat, and phone, troubleshooting warranty and claim issues, guiding users through product features, and documenting all interactions in support systems. The role also involves collecting feedback, identifying patterns in customer issues, and collaborating with product and operations teams to improve workflows and customer experience. The associate may support basic onboarding and training activities for new clients and contribute to knowledge base articles and FAQs. This is a full-time hybrid role based in Pune, with a mix of in-office and work-from-home days as per company guidelines.
Qualifications
Strong Customer Support, Customer Service, and Customer Experience skills, with the ability to handle queries professionally and maintain high satisfaction levels.
Ability to support Sales and Training activities, including assisting with product walkthroughs, feature explanations, and basic onboarding for new users.
Excellent written and verbal communication skills in English, with clear, concise, and customer-friendly messaging.
Comfort working with SaaS platforms, ticketing tools, CRM systems, and basic data entry or reporting.
Problem-solving mindset, attention to detail, and the ability to manage multiple tickets or tasks in a fast-paced environment.
Collaborative working style and openness to feedback, with a focus on continuous improvement of support processes.
Prior experience in customer support, technical support, or a customer-facing role in technology or consumer products is preferred.
Bachelor’s degree or equivalent experience in business, communications, or a related field is beneficial.

Work arrangement
No