Product Support Executive-US Shift
2 weeks ago
Responsibilities
Managing a team of representatives offering customer support.
Overseeing the customer service process.
Resolving customer complaints brought to your attention.
Creating policies and procedures.
Planning the training and standardization of service delivery.
Monitoring the work of individual representatives and of the team.
Conducting quality assurance surveys with customers and providing feedback to the staff.
Possessing excellent product knowledge to enhance customer support.
Maintaining a pleasant working environment for your team.
Advocate for and represent the voice of the customer internallyDo technical reviews of customer infrastructure and make recommendations those will help customer to use our products optimallyWorking with teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansionManage the proactive customer life cycle leading to high rate of renewal and growthDevelop and maintain long-term relationships with stakeholders in your account portfolioWork cross-functionally with Professional Services, Product, Support, Marketing and otherIdentify and mitigate risk in customer accounts teams to resolve customer business issues and work towards their stated goalsManage customer feedback and product needs by providing feature requests to internal teamsBuilding and nurturing long-term relationships with customers to solidify our commitment and partnership to their successMonitor the customer's progress towards achieving their KPI's.
Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements.Work with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansionServe as primary escalation contact for high priority support cases, including overall triageEnsure the adherence to SLAs, and Key Metrics according to Organization expectations and management objectives
Customer Support Executive Requirements:
A bachelor's degree in administration or related field.
Actively looking for
freshers .Excellent interpersonal and written and oral
communication skills.
Knowledge of CRM systems.
Knowledge of mediation and conflict resolution techniques is preferable.
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