Author Support Associate

We are seeking a driven, self-motivated candidate to join our growing organization. 

• 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
  

• 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
  

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.