{"id":3614998,"url":"https://alion.io/job/kapture-cx-customer-experience-associate-2","title":"Customer Experience Associate","company":{"id":59417,"name":"Kapture CX","domain":"kapture.cx","url":"https://alion.io/company/kapture-cx","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false}],"status":"closed","first_seen_at":"2026-09-24T05:36:26Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-11-03T15:43:05Z","board_verified":false,"closed_at":"2026-11-03T15:43:05Z","days_open":40,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":40},"description":"Customer Experience Associate\nCX (Customer Experience) | 1+ years | Full Time | Bangalore\nWho are we?\nKapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations. Over a thousand clients across 18 countries have used Kapture’s products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, BigBasket, Meesho, Airtel Payments Bank and Cathay Pacific. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.\nKapture CX is headquartered in Bangalore and has offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.\nWhat is this role all about?\nAs a Customer Experience Associate, you will be the first line of support for customers, helping resolve their queries and routine technical issues while ensuring a smooth support experience. You will manage support requests, troubleshoot issues, collaborate with relevant CX and technical teams, and build an understanding of customer workflows and use cases.\nThe role combines customer engagement, technical troubleshooting, ticket management and cross-functional collaboration to ensure customer issues are addressed accurately and within defined service levels.\nSounds interesting?\nHere’s what you will do in this role:\nClient Engagement\nProvide first-line support to customers by understanding their queries, workflows and use cases.\nManage customer support requests and provide clear, professional and context-aware responses.\nGather relevant information about reported issues and share accurate details with the appropriate internal teams.\nCollaborate with CX and technical stakeholders to ensure customer concerns are addressed effectively.\nBuild customer trust through timely communication and solution-oriented support.\nTechnical Expertise\nTroubleshoot routine application and platform-related issues by checking configurations and identifying basic technical problems.\nSupport API and integration-related queries and escalate complex technical issues with complete and relevant information.\nReproduce and document issues where required and raise BUGs/CRs on JIRA for further investigation.\nWork with L2, Customer Engineering and relevant technical teams to support timely issue resolution.\nMaintain and update knowledge base articles, FAQs and troubleshooting documentation to improve support quality.\nProject & Delivery Management\nManage assigned support requests by tracking ticket progress, maintaining accurate updates and ensuring timely follow-up.\nPrioritise support requests based on urgency and defined SLAs.\nEscalate critical or complex issues to the appropriate teams and follow them through to resolution.\nFollow defined SOPs and support processes to ensure consistent service delivery.\nCollaborate with relevant teams on issue resolution and operational follow-ups.\nBusiness Acumen & Problem Solving\nUse basic ticket data and support metrics to identify recurring issues and patterns.\nDevelop an understanding of customer workflows and how platform issues impact their operations.\nApply structured problem-solving to identify relevant information before escalating an issue.\nShare recurring customer or operational issues with relevant teams to support improvements in the customer experience.\nWhat does success look like in this role?\nSuccess in this role means providing timely and accurate support, meeting defined SLAs, maintaining high-quality ticket documentation, and ensuring customer issues are followed through to appropriate resolution.\nYou will also be expected to build a strong understanding of Kapture’s platform and customer workflows, collaborate effectively with internal teams, and contribute to improving support processes and knowledge resources.\nWhat would make you a good fit for this role?\nBasic Requirements\n1+ years of experience in Customer Experience, technical support, helpdesk or a similar role, preferably in a SaaS or CRM environment.\nComfortable working with ticketing tools such as Freshdesk and managing multiple support requests.\nGood understanding of basic application and technical troubleshooting.\nAbility to understand customer queries, gather relevant information and document issues clearly.\nGood written and verbal communication skills.\nAbility to manage priorities and follow defined SLAs and support processes.\nStrong ownership and follow-through on assigned customer issues.\nWhat are the most critical skills for this role?\nCustomer focus: Ability to understand customer concerns and provide clear, empathetic and solution-oriented support.\nTechnical troubleshooting: Ability to investigate routine technical issues and identify the information required for further debugging.\nProblem solving: Ability to analyse issues logically, reproduce problems where required and document findings clearly.\nTechnical understanding: Basic exposure to APIs, integrations and application workflows.\nCollaboration: Ability to work effectively with CX, L2, Customer Engineering and other internal teams.\n Time and priority management: Ability to manage multiple support requests while maintaining service quality and SLA adherence.","description_format":"text","description_chars":5378,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Software","Customer Support & Help Desk 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