Customer Success and Support
Elevate
Gurgaon, HR, IN
6d ago

Overview

Elevate is recruiting a Customer Success & Support to join our high performing Product Team. As a part of the team you will help our customers achieve their strategic objectives and maximum value from their investment in any number of Elevates Cael Suite of Products.

Responsibilities & Qualifications

Specifically, you will :

  • Act as an initial point of contact for all Product support requests.
  • Provide support via phone, chat and email.
  • Manage customer support issues on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
  • Respond, log and update Product support requests to logging system (Zendesk).
  • Remain accountable for timely and effective resolution of issues.
  • Coordination with the development team for effective resolution of bugs and enhancements.
  • Documentation of Product functionalities wherever required.
  • Experience :

  • 7 + years in a related function with direct customer advocacy and engagement experience in pre and post-sales or professional services functions.
  • Basic knowledge of : - MS Office - Common web-based development, cloud, and Saas - basic usability analysis.
  • 3-4 years of support experience on SAAS based products.
  • 5+ years of customer acumen experience and a proven technical foundation.
  • Skills for Success :

  • Produce reference-able clients and ensure clients are on track for renewals.
  • Orchestrate overall relationship with assigned clients, which will include growing adoption, ensuring retention, and happiness.
  • Rich history of growing customer happiness, adoption, and retention.
  • Confirmed ability to drive continuous product value.
  • Experience developing product use-cases with customers.
  • SSMS, MySQL
  • Windows Server, Mac
  • Azure, AWS Cloud services
  • Qualifications :

  • BA, BS, MA or college level equivalent
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