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Customer Support Associate

3 months ago

Bengaluru, Karnataka, India FloBiz Full time

Job brief

  • We are looking for a Customer Support Associate to assist our customers with
technical problems when using our products and services

  • The responsibilities include resolving customer queries, recommending solutions and
guiding product users through features and functionalities. To be successful in this role,

you should be an excellent communicator who's able to earn our clients' trust. You

should also be familiar with help desk software

  • Ultimately, you will help establish our reputation as a company that offers excellent
customer support during all sales and after-sales procedures

Responsibilities

  • Respond to customer queries in a timely and accurate way, via chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product issues (for example, by testing different scenarios or
impersonating users)

  • Update our internal databases with information about technical issues and useful
discussions with customers

  • 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 with our Product, Sales and Marketing teams
  • Assist in training junior Customer Success Representatives

Requirements:

  • Should be a graduate having experience as a Chat Support Specialist or associate and familiarity with Fintech Industry
  • Experience using help desk software and remote support tools and understanding of how CRM systems work
  • Excellent communication(Both Hindi & English) and problemsolving skills
  • Multitasking abilities and patience when handling tough cases
  • Typing speed of 38 to 40 WPM with 90% and above accuracy