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Customer Support Specialist

3 months ago

Chennai, India YourTribe Full time

Job Description

We are seeking a highly motivated and customer-centric Fintech Customer Support Specialist to join our dynamic team. In this role, you will be responsible for providing exceptional customer support to clients who have implemented our products. Your primary focus will be on addressing client queries and ensuring a seamless user experience.


Roles and Responsibilities

  • Provide prompt and precise answers to consumer inquiries through chat, email, or phone.
  • Gain expertise in the constantly changing product to operate as a product expert and provide technical assistance as well as consultative advice on best practices and usage.
  • Examine and troubleshoot customer-reported issues, using fundamental log checking techniques to find and fix issues quickly.
  • Determine the needs of the consumer and assist them in using specific features.
  • Examine and report product errors (e.g., by simulating users or testing various situations).
  • Notify clients about new features and functions.
  • Ensure that clients' technical difficulties are rectified by following up with them.
  • Update our internal databases with relevant customer conversations and technical issue information.
  • Possess a sense of ease collaborating with both internal and external stakeholders.


Desired Candidate Profile

  • A minimum of two years of experience working in a SAAS customer support role.
  • Excellent communication skills and interpersonal abilities with clients.
  • Outstanding writing and speaking abilities.
  • Use training and Q&A sessions to assist clients in using the program.
  • Capable of working together with cross-functional teams to complete the task.
  • Efficient and enthusiastic learner.
  • Critical thinking abilities, including the capacity to "read between the lines"
  • Demonstrate excellent emotional intelligence and problem-solving abilities.