Author Support Associate

We are seeking a driven, self-motivated candidate to join our growing organization. IN THIS ROLE YOU WILL : Managing tickets Recording and managing issues and escalating where necessary Resolving cross-functional issues at the subordinate level Manage the scope of the issue and change control and escalate issues where necessary Monitor the issues’ progress and intensity Provide status reports to the Team Manager Liaise with authors, internal teams, and updates progress to team Manager Customer Service, updating author on ticket’s status and progress on a daily basis Work closely with authors to ensure the quality of the product meets industry standards Manage ticket evaluation and dissemination activities Is accountable for the delivery of planned deliverables associated with the ticket Providing regular status reports to the Team Manager Requirements 0-2 years of customer facing experience Excellent communication skills; both verbal and written Exceptionally Organized and has expert multitasking skills Experience in handling customer queries – Inbound / Outbound calls & Tickets Willing to work the extra mile when required Regional Language knowledge is an advantage – Hindi Compulsory Previous experience in handling queries through Ticketing system and Service level adherence Knowledge about books & a passion towards customer service Benefits Our benefits package includes the best of what leading organizations provide, such as: A flat and transparent culture and chance to work with the leadership team of a high growth startup Best learning and development opportunities, a chance to have a big impact in a hyper growth setup The possibility of having a huge societal impact - we help writers fulfill their dreams and our books reach hundreds of thousands of readers in India Other Benefits - Employee Stock Options, Paid Time Off for Annual Vacations, Healthcare and Insurance.