Customer Success Associate
4 weeks ago
About the Customer Support Team
The Customer Success team aims to provide best solutions while maintaining a high degree of empathy towards our clients. Our clients are our priority at all times and our success at Indee is result of trust we have built with customers around world.
Key Responsibilities
- Engage and interact with customers via email or chat on variety of issues including billing inquiries, streaming issues, bug reports, and fixes.
- Put yourself in customer's shoes to identify pain points and resolve issues ensuring customer satisfaction.
- Follow protocol and escalate effectively.
- Coordinate and work closely with cross-functional teams to resolve issues.
- Manage customer accounts and provide white-collar services to important customer accounts.
- Test platform after each release anticipate customer queries prepare resolutions and workarounds for customer issues.
- Proactively work on optimizing current processes to increase efficiency resolution & conversion rate aid customer satisfaction.
- Tackle personal projects along with working on team projects to find gaps in processes improve customer service strengthen internal knowledge base.
Requirements
- Advanced writing and communication skills in English.
- Strong problem-solving and troubleshooting skills.
- Effective time management ability to multitask organize and prioritize.
- Prior experience with SaaS companies North American audience advantageous.
- Familiarity with Slack Google Suite customer service software like Freshworks beneficial.
- Willingness to work rotational shift U.S. timings (10:00 p.m. 6:00 a.m. IST) take shifts during weekend as part of 24/7 support team.
Qualification
Education: Graduate
Experience: Over 2 years experience in customer/client facing roles
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