Customer Support

3 weeks ago

Remote, India SuperProcure Full time

**Department**: Customer Support & Success Team**

**Location**: Remote or On Site Kolkata**

**Job Summary -** We are looking for a Customer Support - Trainee who will be responsible for customer software adoption and support.

**Key Responsibility Areas**

**1. Client Support**:
- Troubleshoot & provide step-by-step instructions or solutions to resolve client tickets.-
- Act as a liaison between clients and internal teams, escalating complex issues or feedback as necessary to ensure timely resolution.- Guide clients in the effective use of SP digital logistics platform, addressing inquiries related to account setup, navigation, features, and functionalities.

**2. Customer Success - Adoption Enhancement**:
- Monitor user adoption and clients KPI adherence across the platform.-
- Proactively engage users through review meetings to drive product adoption & driver value.-
- Continuously strive to enhance the client experience by identifying opportunities for process improvements.-
- Implement strategies for enhancing user engagement and satisfaction.- Foster a positive user experience by providing timely and effective support.

**3. User Account Configuration**:
- Configure user accounts in the system based on individual requirements.-
- Ensure accurate and seamless onboarding processes for new users.- Collaborate with cross-functional teams to address user configuration needs.

**4. Training and Onboarding**:
- Assist in the creation of support documentation and tutorials to empower clients in self-service troubleshooting and onboarding.Facilitate a smooth onboarding process, ensuring users have necessary knowledge and resources.- Respond promptly to user inquiries, providing clear and concise guidance.

**5. Monitoring and Reporting**:
- Monitor user adoption levels and identify areas for improvement.-
- Generate reports on user engagement, identifying gaps and proposing solutions.-
- Collaborate with internal teams to implement strategies for improving user adoption.- Maintain accurate and detailed records of client interactions and inquiries

**6. Product and Customer Growth**:
- Collaborate with cross-functional teams, including product development and sales, to communicate client feedback and contribute to product enhancements.-
- Stay updated on product updates, industry trends, and best practices to provide informed assistance and support to clients.-
- Foster good relations with customers to maintain product ratings and referral for new clients.- Identify growth opportunities for further digitalisation at existing clients.

**Qualifications**:
- Bachelor's degree in engineering, business administration, logistics, supply chain management, or a related field preferred.-
- Good in Excel and / or Presentation.-
- Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to non-technical clients.-
- Strong problem-solving abilities and a proactive approach to resolving client issues and inquiries.-
- Any past experience with basic technical troubleshooting, logistics software, CRM tools, help desk, similar client facing role, is a plus.-
- Willingness to work flexible hours as needed to support client business needs.**Preferred Skills & Attitude**:
- Take ownership of work assigned and persistence to closure.-
- Quick learner and internal drive for continuous improvement.-
- Experience or interest in software or technology-related customer support.-
- Exceptional interpersonal skills and the ability to empathize with clients' needs and concerns.-
- Detail-oriented with excellent organizational skills and the ability to manage multiple priorities effectively.-
- Knowledge of best practices in user training and adoption strategies.**Other Details**:
- Number of Openings - 3-
- Job Type - Full time-
- Salary - 3 to 6 LPA**About SuperProcure**
- SuperProcure is a next-generation end-to-end TMS platform with multi-enterprise collaboration for shippers. It digitizes and automates all processes across the logistics value chain from vehicle sourcing to freight accounting, ensuring stakeholder collaboration, real-time visibility & transparency. We are determined to make the lives of the logistic teams easier, add value, and help in establishing a fair and beneficial process for businesses. SuperProcure is trusted by a diverse customer base spread across manufacturing & construction industries to boost their customer serviceability with cutting-edge technology solutions.

Our clients include some of the fortune 500 companies such as Tata Chemicals, Havells, KEI, Tata Consumers, Dawaat, Shyam Steel, MP Birla Corporation, and many more.
- SuperProcure is backed by IndiaMart, Caret Capital & IIM Calcutta. It has been recognized for its innovation at the CII Industrial Innovation Awards, was recognized amongst the Top 50 Emerging start-ups in India by NASSCOM, and ranked Asia's top 10 TMS solution providers by the Global Supply Chain Council (GSCC)

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