Customer Support Associate
1 month ago
Job Description for Customer Support Associate
Who are we?
Karnival is a customer marketing platform that elevates and leverages current customers' experiences to improve retention and growth. In the last four years, we have built a unified platform that seamlessly integrates various functionalities, such as Smart Receipts, Net Promoter Score assessments, Customer research, Surveys, Product Reviews, Loyalty, and a Customer Journey Builder.
What Karnival offers:
Global Exposure : Collaborate with over 210+ international brands and large enterprises across the USA, India, UAE, GCC, Europe, and LATAM. Gain valuable insights into diverse markets and industries.
Opportunity to Build from Scratch : Be part of an exciting journey as we build our app development team. You’ll have the opportunity to contribute to projects right from the ideation stage, shaping applications from the ground up.
Mentorship & Growth : Work alongside experienced developers who will guide you and help you grow your skills through hands-on experience and constructive feedback.
Flexible Work Options : Enjoy the flexibility of remote work or hybrid arrangements, allowing you to maintain a healthy work-life balance while contributing to dynamic projects.
We are looking for smart customer support professionals with prior experience in Technical support for Enterprise grade products. This position is Ideal for someone who has a customer first attitude and knows how to ask right questions for identifying underlying problems faced by customers. This role will test you on your skill of getting things done by involving relevant people across functions and resolving the issue as a team.
Our Customer Success team guides and works closely with global clients from across the industries. Your role here is not limited to addressing the queries but also to forming a relationship of trust with the Clients, foreseeing issues and creating an expert level solution with at the most agility.
To sum it up, Your role majorly is “ Serve as client’s voice for KARNIVAL to better serve the client’s need”
Who Are We Looking For:
- Mandatory 1+ years of customer facing role in SaaS environment.
- Ability to forge a strong relationship with the clients and to maintain the rapport.
- Ability to articulate technical aspects of our product to even the non-technical people.
- Passionate about technology & advocate for Innovations.
- Strong Time Management & Client management skills.
- Excellent communication/ presentation skills.
- Diligent in documentation & notes-taking.
Key Responsibilities:
- Identifying and reporting issues/bugs in products and translate them into problems by identifying the root cause wherever possible
- Align with the Tech team on feasibility checks for any product requirements according to the client's needs.
- Testing of the new products, gathering the feedback from customers, and sharing the same with the involved stakeholders for continuous improvement.
- Proactively involved in Customer portfolio management to understand / tap upselling and cross selling opportunities.
- Involve in product demonstration by working along with the sales team for leads conversion.
- Smooth onboarding of the clients into the system by providing all forms of Implementation & technical support needed.
- Create a knowledge base by preparing high quality & Interactive User Instructions, FAQs and other repositories to help customers
- Timely upgradation / Revision of Documents /Instruction Manuals to meet the applicable standards in order to enhance our Knowledge base portal.
- Identify expansion opportunities for Sales to drive account growth.
Soft Skills:
- Good analytical and problem-solving skills
- Good communication skills
- Able to work well in a team and communicate effectively with local and remote coworkers
- Looking forward for ways to learn and improve yourself
CTC would be as per the market standards and on the basis of candidate's performance in the interviews.
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