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Product Support Associate

2 months ago

Hyderabad Telangana, India Sonetel Full time

We provide Software-As-A-Service for business communication to small businesses worldwide. Over 1,800,000 companies in 239 countries use Sonetel. We focus on quality, business functionality, automation and simplicity.

The job involves working in a challenging start-up environment requiring a fast paced, flexible and adaptive approach towards methods, processes and techniques used in customer support and sales. Interact with customers globally in more than 200 countries on a day-to-day basis. Solve basic technical problems. Engage with customers to drive sales.

**Requirements**:
**As a Product Support Associate at Sonetel's Global Customer Service team, you would**:

- Guide/ inform customers on how to use our product and services
- Resolve customer questions and complaints
- Communicate problem fixes and updates
- Escalate problems to appropriate channels and follow up on resolutions
- Increase customer satisfaction and build loyalty by providing amazing, personalized customer support
- Identify potential gaps and problems in customer experience, feed customer inputs and suggestions for product and service improvements to relevant teams Help internally by sharing knowledge, contributing to blog posts, experimenting with new innovations, and discussing best practices.
-

**You should be someone who**:

- Believes in creating long-term relationships with customers, using their questions as opportunities
- Likes analysing problems logically and thoroughly
- Are a Graduate/ Post-graduate, with 1 year of experience in online Customer Support in an International Voice Process / Chat Process
- Has very good and accent-neutral communication skills in English
- Has customer-centric skills like sensitivity, empathy and problem-solving to be happy and keep customers happy
- Is a good team player with high integrity and a strong work ethic
- Enjoys working in a dynamic, fast-paced start-up environment under mínimal supervision, learning quickly, adapting well to change, and delivering quick results
- Is open to a flexible schedule (night, weekend & holiday shift schedules)
- Has a basic understanding and of what is internet, browser, and internet calls. For example, you know and understand the terms HTML, browser, cache & cookies, internet calls, chat widget etc. (Good to have)

**Benefits**

Work from anywhere, incentives with no upper cap, allowances, best-in-the industry health benefits, 30 paid leaves credited on pro-rata and many other benefits.

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