Client Support and Content Creator Associate

1 week ago

Mumbai, Maharashtra, India State Street Full time

Summary:

Responsibilities:

Customer Support:
Respond promptly and professionally to customer inquiries and provide accurate information and assistance.
Maintain a high level of product knowledge to effectively troubleshoot and guide customers. Document customer interactions and feedback to identify trends and improve support processes

Content Creation:
Develop high-quality written content such as articles, FAQs, and user guides that educate and engage customers and internal team Create compelling visual content, including images, infographics, and videos, to support product or service. Collaborate with the product team to align content creation with overall brand messaging and initiatives. Conduct thorough research to ensure accuracy and relevance of content

Knowledge Base Development:
Contribute to the development and maintenance of a comprehensive knowledge base for customers and support team members. Create user-friendly documentation, tutorials, and troubleshooting guides to assist customers in utilizing our products or services. Update knowledge base articles and ensure information accuracy and relevancy

Collaboration and Reporting:
Collaborate with cross-functional teams, including product development and marketing, to gather information and insights for content creation and customer support improvement. Provide regular reports on customer support metrics, content performance, and engagement. Plan own workload within broader objectives

Requirements:

Bachelor's degree in communications, science, commerce, or a related field. Proven experience in customer support or a similar role. Strong writing and editing skills, with the ability to create engaging and informative content. Proficiency in creating visual content using tools such as graphic design software and video editing software. Excellent communication and interpersonal skills, with a customer-centric approach. Strong problem-solving abilities and the capacity to handle customer issues with empathy and professionalism. Attention to detail and ability to manage multiple tasks and priorities effectively. Knowledge of customer support ticketing systems and knowledge base platforms is a plus

Note:

This job description provides a general outline of the typical responsibilities and requirements of a Support Associate and Content Creator role.

Specific job duties may vary based on the organization's needs and requirements.

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