Job Description

Position Overview:

We are looking for a smart Customer Support who loves the job of making customers happy, who loves making

customers successful, an entrepreneurial spirit and passion for customer satisfaction and who can understand the

pain of customers Taking ownership of customer issues reported and seeing problems through to resolution.

Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using

Company Product.

Help in keeping customers extremely satisfied and thereby contributing to customer retention.

Ask customers targeted questions to quickly understand the root of the problem.

Resolving all customer issues in a time bound manner. Comply with the SLA for issue resolution.

Onboarding new customers: Providing Admin and User training e.t.c (over web).

Talk clients through a series of actions, either via phone, email or chat, google meet until theyve solved a

technical issue.

Work closely with customer success and technical teams to enhance the quality of existing products.

Manage and monitor customers expectations.

Present your analysis and recommendations to the client and provide diligent support to answer any

questions they could have regarding Company Product B .tech Degree or equivalent work experience in the software industry.

6 months of customer delivery experience, managing projects related to business software such as ERP,

CRM, SAAS applications, etc.

Customer support experience - supporting web based software platforms SaaS

Excellent product and process knowledge.

Proven ability to troubleshoot software, understand customer requirements & workflow and resolve

more advanced issues working within escalation procedures.

Fair knowledge of webhooks and how communication between two services work.

Operational support experience - ability to capture the user environment during troubleshooting & work

towards speedy and accurate resolutions for client issues