Customer Service/Customer Support - Internship

Job Description:

We are looking for a Customer Support Intern to be the first point of contact

for our users. You'll be passionate about helping customers, resolving their

issues quickly and with a positive attitude, and ensuring they have a smooth

experience using our product. This role is perfect for someone who loves to

troubleshoot and communicate clearly.

Key Responsibilities:

Customer Issue Resolution: Respond to customer inquiries and technical

questions via email, chat (Slack), and calls (Google Meet) with accuracy and

empathy.

Serve as the primary contact point for assigned customers, managing

escalations, walkthroughs, and technical guidance.

Troubleshooting: Investigate and solve common and recurring user issues

related to our platform, including integrations with tools like HubSpot and

Fresh sales.

Escalation & Collaboration: Escalate complex technical problems to the

Engineering and Product teams with clear, detailed documentation (including

screenshots and logs).

Balance technical precision with customer empathy to deliver solution-oriented

communication suited to business use cases.

Ticket Management: Use our ticketing system (HubSpot) to manage, track, and

prioritize all incoming support requests, ensuring timely resolutions.

Documentation: Assist in building and maintaining the customer Help Centre by

writing clear, easy-to-understand help articles, FAQs, and troubleshooting

guides.

Product Expertise: Quickly gain a strong understanding of the FreJun platform

to confidently guide users and provide effective solutions.

Required Skills & Qualifications:

Excellent Communication: Strong verbal and written communication skills with

the ability to explain technical details in simple terms.

Problem-Solving: Strong analytical and troubleshooting skills with great

attention to detail.

Empathy and Patience: A customer-first mindset with patience and a positive

attitude for handling customer concerns.

Willingness to Learn: Eagerness to learn about our product, technology, and

customer relationship management (CRM) workflows.

Technical Comfort: Basic comfort with technology, browser extensions, and

analyzing simple technical information (like error messages) is a plus.

Tools & Platforms Used:

HubSpot or any CRM - Ticket management and client communication.

Slack - Internal and external client coordination.

Notion - Documentation and process tracking.

Google Meet - Client calls, walkthroughs, and support sessions.

What We Offer:

Real-World Experience: Hands-on exposure to customer support in a fast-growing

tech (SaaS) environment.

Hands-on Training: Practical training on key support tools (like HubSpot and

Slack) and deep product knowledge.

Growth Opportunity: A supportive, learning-driven, and friendly work culture.

Full-Time Potential: Potential opportunity for full-time employment based on

performance at the end of the internship.