Customer Support Specialist

4 weeks ago

pune, India Multiplier Full time
We’re at the forefront of one of the most exciting evolutions of our generation - remote staffing. No longer do employers have to hire according to geography, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find, anywhere in the world. But they need digital solutions to help them streamline the process.
Welcome to Multiplier Our global employment platform empowers companies to hire people all across the world by managing the complexities of local compliance, labour contracts, payroll, benefits and taxes - all from one software system. It’s a game changer
We’re on a mission to impact economies of scale by enabling companies to hire the best candidate for the job, regardless of location. We’re backed by some of the best in the game (Sequoia and Golden Gate Ventures), led by domain level experts, growing, and seeking brilliant like minded enthusiasts to join our team.
Role
Core responsibility of a Customer Support Specialist is to action transactional requests raised by Multiplier customers/members & provide ideal resolution relying on the processes laid out. Customer Satisfaction and one-call resolution would be the key metric to be achieved. Our KPIs should be 2 hour response time and 6 hour resolution
Key Requirements
● Respond to customer queries in a timely and accurate manner, mostly via intercom and Zendesk
● Identify customer and member needs and help them use specific product features.
● Analyze and report product malfunctions (by testing different scenarios or impersonating users)
● Share feature requests and effective workarounds with product team members ● Inform customers and members about new features and functionalities along with solving customer queries
● Constantly track customer and member pain points and provide process-related improvement ideas
● Ensure member and customer satisfaction is achieved as the top priority focusing on strong NPS and MSAT.
● Provide 6 hour resolution to all tickets and queries.
● Be the first to defend and resolve all queries and tickets.
● Maintain 0 open tickets per day
Pre-requisites (Must have)
● Very strong problem solving skills & decision making ability
● High attention to detail
● Customer centric thinking (think first in users’ shoes)
● Very good communication skills : user context vs internal stakeholders, written and spoken; English and Hindi(spoken)
● Good with data - preparing basic reports, tracking and reporting
highlights/insights
● Good working knowledge of CRMs and Workflows,
● Experience working in voice (inbound and outbound) and Non voice processes
● 2+ years of experience in supporting go to market experiments, beta product launches, OR managing escalation desks working with senior stakeholders, OR part of process teams supporting similar projects
● Strong understanding of processes and experience of managing SLAs, TATs,
Tools & Skills (Preferred)
● Vernacular (International) language (preferred)
● Advance MS office (Excel), Process applications - CRM, Zendesk
Perks
Work from a newly set-up office in Pune in a Hybrid Work Model
Equipment you need to do your job
Health Insurance
Equal employment opportunity
Multiplier is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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