Product Support

2 weeks ago

Bengaluru, Karnataka, India Engagedly, Inc Full time

Company Overview

The Opportunity

  • 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 aftersales processes.

The Requirement

  • Provide 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.
  • 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 HRvertical and share feedback to improve the Product/features.
  • 13 year experience in a SaaSbased company or a Techstartup.
  • Knowledge/ experience on Quality analysis/ analytics could be an added advantage.
  • Working knowledge of helpdesk 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 multitasking 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-OrientedApproach and strong Problemsolving skills.
  • Has the ability to work with others as a Team-Player in all conditions.
  • Is a hustler & can thrive in a fastpaced startup environment
- _ Should be ready to work in shifts across time zones._

Why should I join Engagedly?

  • You specialize in the domain that's fast picking pace and becoming a need for many organizations today.
  • Work independently with your chosen methods to drive results
  • Phenomenal learning experience with guaranteed selfdevelopment & growth.
  • No dearth of growth within the business development track. Hence, you shape your career
  • Competitive compensation with additional employee benefits.
  • Great people culture, work environment and freedom of space to set forth your fullest potential.
  • If this role sounds exciting, challenging and interesting, then we look forward to hearing from you._
  • All aspects of employment at Engagedly are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Engagedly is proud to be an equal opportunity employer._

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