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Customer Support Specialist

2 months ago

Pune HO, India Multiplier Full time
What do we do?We’re at the forefront of one of the most exciting evolutions of our generation - remote employment. No longer do employers have to hire limited to geographies, 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. However, they need digital solutions to help them streamline the process, invest in engagement and build world-class teams, globally.We are Multiplier Our global employment platform empowers companies to contract staff all across the world, while managing the complexities of local compliance, labor 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, and disrupt the traditional employer of record (EOR) space.We’re backed by some of the best in the game (Sequoia, DST, and Tiger Global), led by domain level experts, scaling massively, and seeking brilliant like minded enthusiasts to join our team.What’s the opportunity?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 resolutionKey Requirements:Respond to customer queries in a timely and accurate manner, mostly via intercom and ZendeskIdentify 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 membersInform customers and members about new features and functionalities along with solving customer queriesConstantly track customer and member pain points and provide process-related improvement ideasEnsure 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 dayPre-requisites (Must have) Very strong problem solving skills & decision making abilityHigh attention to detailCustomer 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 reportingHighlights/insights Good working knowledge of CRMs and Workflows,Experience working in voice (inbound and outbound) and Non voice processes2+ 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 projectsStrong understanding of processes and experience of managing SLAs, TATs,Tools & Skills (Preferred) Vernacular (International) language (preferred)Advance MS office (Excel), Process applications – CRM, ZendeskEqual Employment OpportunityMultiplier 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.Please note that this job description is a general overview and responsibilities may evolve as the company grows and adapts to changing market conditions