What You’ll Do:
- Customer Assistance: Respond promptly and professionally to customer inquiries via various channels such as email, chat, and phone. Understand customer concerns and provide accurate and timely resolutions or escalate them to the appropriate teams.
- Technical Troubleshooting: Diagnose and troubleshoot technical issues reported by customers, including software bugs, performance problems, and compatibility errors. Collaborate with the development and QA teams to resolve complex technical issues.
- Product Knowledge: Develop a deep understanding of our SAAS product and its features to effectively guide customers in utilizing the software and resolving issues. Stay updated with product updates, enhancements, and new releases.
- Documentation and Training: Create and update knowledge base articles, FAQs, and troubleshooting guides to empower customers to find solutions independently. Conduct training sessions and webinars to educate customers about product functionality and best practices.
- Customer Advocacy: Act as the voice of the customer within the organization. Advocate for customer needs and provide feedback to the product management and development teams to drive product improvements and enhancements.
- Customer Satisfaction: Ensure customer satisfaction and maintain high-quality service standards. Monitor customer feedback and take proactive measures to address concerns and improve overall customer experience.
- Collaboration: Collaborate with cross-functional teams including sales, product management, and engineering to ensure smooth communication and coordination. Share customer insights and feedback with relevant teams for continuous improvement.
What you’ll need:
- Experience: A maximum of 1-2 years of experience in customer support or related roles, preferably in a SAAS environment, is highly desirable. ( If you have more than 2 years of experience, kindly refrain from applying. We are looking to fill in a junior position only)
- Technical Proficiency: Familiarity with SAAS products and cloud-based technologies is a plus.
- Communication Skills: Excellent written and verbal communication skills. Ability to explain complex technical concepts in a clear and concise manner to non-technical customers.
- Problem-Solving Abilities: Strong analytical and problem-solving skills to identify and resolve customer issues effectively. Ability to think on your feet and make decisions independently.
- Customer-Focus: Passion for providing exceptional customer service and ensuring customer satisfaction. Patience, empathy, and the ability to handle difficult customer situations with professionalism.
- Organizational Skills: Strong organizational and multitasking abilities to manage customer inquiries, prioritize tasks, and meet deadlines in a fast-paced environment.
- Adaptability: Flexibility to adapt to changing business needs and work effectively in a dynamic, team-oriented environment.
- Bachelor’s Degree: A bachelor’s degree in a relevant field is preferred but not mandatory.
What you’ll love about us:
- Dress: Wear anything you like to the office – and be as comfortable at work as you are in your own living room.
- Flexibility : Pick a time that fits you best, feel free to skip the commute and hit your deadline from home.