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Customer Success Associate

4 months ago

india Indee Full time

About Indee

Indee is amongst the leading providers of a proprietary platform for secure video distribution and streaming used by some of the world’s largest media companies including Netflix, Paramount Pictures, Disney and over 1100 other companies, big and small. Indee has grown 5x in the last 3 years and is scaling up at a rapid rate.


The Customer Success team aims to provide the best solutions while conserving a high degree of empathy towards our clients. Our clients are our priority at all times and our success at Indee is the result of the trust we have built with customers around the world. The majority of our clients are based out of the U.S.A. which include some of the largest studios. You will be entrusted to be the face of the company, while upholding our values and culture, in these interactions with high-profile clients.


Responsibilities

  • Effectively engage and interact with customers by email or chat on a variety of issues ranging from billing inquiries and streaming issues to bug reports and fixes.
  • Put yourself in the shoes of a customer to identify pain points and resolve issues to ensure 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 the platform after each release, anticipate customer queries, and prepare resolutions and workarounds for customer issues.
  • Proactively work on optimizing current processes to increase efficiency, resolution & conversion rate, and aid customer satisfaction.
  • Take up personal projects along with working on team projects to find gaps in processes, improve customer service and strengthen internal knowledge base