Looking for multiple Customer Success Associates to assist our customers

Looking for multiple Customer Success Associates to assist our customers with technical problems when using our products and services.

Responsibilities:

  • Respond to customer queries in a timely and accurate way, via support software (intercom), screen share or email.
  • Identify customer needs and help customers use specific features.
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share it with our Product, Sales and Marketing teams

Requirements:

  • Excellent communication and problem-solving skills
  • 1-3 years of experience in customer-facing roles. Freshers are welcome. 
  • Experience as a Customer Success Specialist or Technical Chat Support role is a plus
  • Familiarity with SaaS software is a plus
  • ​​Experience with call and ticket logging applications 
  • Multi-tasking abilities
  • Patience when handling tough cases
  • Quick learner 

Job Timings: 6:00 PM - 3:00 AM IST or 12:00 PM to 9:00 PM IST (Rotational)

Location: Remote