You will be considered as the firm’s front liner and you will provide support / solutions for both technical and functional challenges to the customers as well as teams across the organization.
You will be encouraged to utilize the best of your Expertise & Energy to make sure that the customer value is maintained and they get the best experience possible.
Ultimately, you will help establish the firm’s reputation as a company that offers excellent customer support during all sales and after-sales processes.
Provide first-level contact and convey resolutions to customer issues.
Help onboard customers onto the platform through various channels
Track, route, redirect, and coordinate problems to correct resources.
Properly escalate unresolved queries to the next level.
Help create technical documentation and manuals.
Follow up with customers, see problems through to resolution & collect feedback.
Ensure proper recording, documentation and closure.
Recommended modifications / best-practices to help improve the support process.
Grow your knowledge of HR-vertical and share feedback to improve the Product / features.
The Ideal candidate
2-3 years of Previously interned / worked in a SaaS-based company or a Tech-startup
Working knowledge of help-desk software such as Zendesk / Freshdesk, Microsoft office tools such as Word, Excel, PowerPoint.
High levels of customer centricity, Strong communication skills (Written & Verbal), Good troubleshooting and multi-tasking skills.
Prior experience in handling stressful situations such as dealing with Frustrated Customers, Unavailability of a critical feature and coordinating with different teams / resources to find out a workable solution to manage the requirement.
Solution-Oriented-Approach and strong Problem-solving skills.
Has the ability to work with others as a Team-Player in all conditions.
Loves to use computer & mobile applications in his / her everyday life.
Is a hustler & can thrive in a fast-paced startup environment