Customer Support – Support Operations

Job Title

Customer Support – Support Operations

Location

Gurgaon, Sector 66

Experience

1 to 5 Years

Employment Type

Full-time | Work from Office

Role Overview

Responsible for backend customer and transaction support across fintech products, resolving queries within defined TAT, maintaining accurate data, and coordinating with internal teams, banks, and service providers.

Mandatory Skills

Fintech Customer Support, Transaction Support, Email & Chat Support, MS Excel, MIS Reporting, Query Resolution, Dispute Management, TAT/SLA Management, and Basic Digital Payments Knowledge.

Key Responsibilities

Handle backend support for AEPS, DMT, Recharges, BBPS, Utility, MATM, PG Transactions, and Loans.

Resolve merchant, customer, and transaction-related queries through email and chat.

Monitor disputed, pending, and escalated transactions and ensure timely resolution.

Maintain data in Excel and prepare daily MIS reports.

Coordinate with Sales, Operations, Technical teams, banks, and service providers.

Ensure cases are tracked and resolved within defined TAT / SLA.

Required Skills

Experience in Fintech Customer / Backend Support Operations.

Basic understanding of digital payments and transaction processing.

Knowledge of AEPS, DMT, BBPS, Recharges, Payment Gateway, or related fintech products.

Good MS Excel and MIS reporting skills.

Strong email/chat communication and query-resolution skills.

Ability to manage transaction disputes, escalations, and pending cases.

Good coordination and problem-solving skills.

Qualification

Graduate / Undergraduate.