Customer Support Engineer

Company Description

Rokad Retail Ventures is a growth infrastructure platform that helps product brands expand in India through integrated market access, go-to-market (GTM) strategies, BOM procurement, and digital transformation. Rokad simplifies market complexities to ensure efficient growth and revenue generation for its clients. The company focuses on providing end-to-end solutions designed to enable brands to thrive in India’s dynamic market landscape.

Role Description

This is a full-time remote role for a Customer Support Specialist. The Customer Support Specialist will serve as a key point of contact for Rokad’s customers, helping them use the platform effectively, resolve issues, and receive timely assistance. The role involves responding to inquiries, troubleshooting problems, and coordinating with internal teams to ensure a smooth and reliable customer experience.

You will work closely with product, engineering, and operations teams to communicate customer feedback, identify recurring issues, and help improve the platform based on real user needs.

Qualifications

- Experience in customer support, customer success, or a related role
- Strong written and verbal communication skills
- Ability to understand technical or product-related issues and explain solutions clearly

- Experience with ticketing systems, chat support, or helpdesk tools
- Ability to work independently in a remote environment
- Strong problem-solving and organizational skills
- Bachelor’s degree in any field (technical background is a plus)
- Customer-first mindset with attention to detail
- Being able to use AI tools, is a must

Being able to use tools

Primary Tools

- Helpdesk or ticketing systems
- Live chat and email support tools
- CRM or customer management platforms
- Knowledge base or documentation tools
- AI tools

Supporting / Nice to have

- Familiarity with SaaS platforms or eCommerce tools
- Experience supporting B2B customers
- Basic understanding of APIs, workflows, or integrations
- Experience working with remote teams

Why join Rokad?

- Work directly with customers using a real production platform
- Play a critical role in shaping the customer experience
- High-ownership role with visibility across product and operations
- Opportunity to grow into customer success, operations, or product roles
- Supportive, collaborative remote-first work culture
- Focus on solving real problems for real businesses

Benifits & Allowance

- Overtime Allowance
- Health Insurance Coverage up to ₹5,00,000
- Leave Encashment
- Mobile Phone Reimbursement
- Internet Reimbursement
- Business Expense Reimbursement
- Travel, stay, and meal reimbursements when required

We value clarity, ownership, and responsiveness. If you enjoy helping customers succeed, solving problems, and working in a fast-growing environment, we’d love to hear from you.