Looking for Customer Support Executive at Bengaluru, Karnataka, India

3 weeks ago


Bengaluru, Karnataka, India NeoDove Full time

About the Role:

We are looking for a smart Customer Support who loves the job of making customers happy, who loves making customers successful, an entrepreneurial spirit and passion for customer satisfaction and who can understand the pain of customers. The Role is to deliver high quality support to technical and non-technical users of NeoDove through email, phone, Google Meet and documentation.

Key Responsibilities:

● Taking ownership of customer issues ed and seeing problems through to resolution.

● Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using NeoDove Product.

● Help in keeping customers extremely satisfied and thereby contributing to customer retention.

● Ask customers targeted questions to quickly understand the root of the problem.

● Resolving all customer issues in a time bound manner. Comply with the SLA for issue resolution.

● Onboarding new customers: Providing Admin and User training etc. (over web).

● Talk clients through a series of actions, either via phone, email or chat, google meet until they've solved a technical issue.

● Work closely with customer success and technical teams to enhance the quality of existing products.

● Manage and monitor customers' expectations.

● Present your analysis and recommendations to the client and provide diligent support to answer any questions they could have regarding NeoDove.

Skills:

● BCA and B.tech Degree or equivalent work experience in the software industry.

● 1 year of strong customer delivery experience, managing projects related to business software such as ERP, CRM, SAAS applications, etc.

● Customer support experience – supporting web based software platforms SaaS

● Excellent product and process knowledge.

● Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures.

● Fair knowledge of webhooks and how communication between two services work.

● Operational support experience – ability to capture the user environment during troubleshooting & work towards speedy and accurate resolutions for client issues.

● Excellent problem-solving, strong written & verbal communication and documentation skills

● Obsessed with customer support and delighting the customers.



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