Customer Support Associate

Customer Support Associate

Location: New Town, Kolkata, West Bengal – 700160

Work Arrangement: On-site

Employment Type: Full-time

Shift: 8:00 PM – 5:00 AM IST

Number of Positions: 20

Salary: ₹17,000 – ₹20,000 per month

About the Company

Norlox Solutions Pvt. Ltd. provides website design, digital marketing, graphic design, and IT consulting services to clients across diverse industries.

We bring together professionals with expertise across multiple domains to deliver collaborative, high-quality solutions. Our work environment encourages professional development, teamwork, knowledge sharing, and exposure to a variety of client requirements and business domains.

About the Role

Norlox Solutions Pvt. Ltd. is looking for Customer Support Associates to join our customer support team in Kolkata.

In this role, you will serve as a primary point of contact for customers, handling inquiries, service requests, and support issues through phone, email, and chat. You will assist with basic troubleshooting, document customer interactions in CRM or ticketing systems, and coordinate with internal teams to help resolve issues efficiently.

You will also follow up on open cases, monitor customer feedback, contribute to FAQ or knowledge-base updates, and communicate recurring customer issues to relevant internal teams.

Key Responsibilities

• Handle customer inquiries and service requests through phone, email, and chat.
• Provide clear, professional, and timely responses to customer concerns.
• Perform basic troubleshooting for common product or service-related issues.
• Create and maintain accurate records of customer interactions and support cases.
• Escalate complex technical or service issues to the appropriate internal teams.
• Follow up on open cases to help ensure timely resolution.
• Identify recurring customer issues and share relevant observations with internal teams.
• Assist with maintaining FAQs and knowledge-base documentation.
• Maintain professional communication and a customer-focused approach.
• Manage multiple customer cases while meeting applicable service and quality standards.

Qualifications & Skills

• Strong customer service skills and a service-oriented approach.
• Good verbal and written communication skills.
• Strong active listening and interpersonal skills.
• Ability to understand customer concerns and provide appropriate assistance.
• Basic technical troubleshooting and problem-solving ability.
• Good analytical and organizational skills.
• Comfortable working with CRM systems, ticketing platforms, email, and standard office applications.
• Proficiency in spoken and written English.
• Ability to work effectively in a team and coordinate with different departments.
• Ability to work on-site in New Town, Kolkata.
• Ability to work the stated 8:00 PM – 5:00 AM IST shift.
• Prior customer service or customer support experience is preferred.
• A diploma or bachelor's degree in any discipline is beneficial but not mandatory.

Work Schedule & Compensation

• Shift: 8:00 PM – 5:00 AM IST
• Work Arrangement: On-site
• Location: New Town, Kolkata – 700160
• Salary Range: ₹17,000 – ₹20,000 per month
• Open Positions: 20

Application

Interested candidates can apply through LinkedIn with their updated resume. Candidates whose qualifications and experience align with the role may be contacted for the next stage of the selection process.