Support Associate
Deccan AI

Job Description: Support Associate
Job Overview:
We are looking for a meticulous and customer-focused Support Associate to
join our team in Hyderabad. In this role, you will be responsible for
responding to queries received via the support desk, ensuring each response
is accurate, timely, and aligned with official product manuals and project
documentation. You will play a key role in maintaining the quality of support
interactions and ensuring internal consistency in communication.
Key Responsibilities:
- Query Resolution: Respond to queries received through the support desk
with clarity, accuracy, and a helpful tone.
- Documentation Alignment: Ensure that all responses strictly adhere to
official product manuals, project guidelines, and internal documentation.
- Knowledge Management: Stay updated on product features,
documentation changes, and project updates to ensure correct and
consistent responses.
- Quality Assurance: Review support replies for tone, technical accuracy,
and completeness before final submission.
- Feedback Loop: Identify and report recurring issues or unclear
documentation to relevant teams for refinement and process
improvement.
- Reporting: Track and categorize support queries, resolution times, and
patterns; assist in preparing regular summary reports for internal use.
- Cross-Team Coordination: Collaborate with product, QA, and project
teams to maintain alignment in communication and information flow.
- Process Adherence: Follow established protocols for query escalation,
documentation, and communication workflows.
Qualifications:
- Bachelor’s degree or equivalent.
- 1–2 years of experience in a support, operations, or documentation-
aligned role preferred.
Ideal Candidate Will:
- Demonstrate strong written communication skills with excellent attention
to detail.
- Interpret technical or product documentation effectively and respond in a
user-friendly manner.
- Manage multiple queries efficiently while maintaining high standards of
accuracy.
Be proactive, accountable, and comfortable working independently with
minimal supervision.
Suggest improvements to existing processes and help enhance the
support knowledge base.
Thrive in a fast-paced environment with a culture of ownership and
autonomy.
At Deccan AI, we operate with agility, ownership, and a bias for action. If
you're someone who values clarity, precision, and customer-centric
communication, you’ll fit right in.
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