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Customer Support Associate

3 months ago

Thiruvananthapuram Kerala, India NeoITO Full time

Skills :Customer success, Communication, Cloud API, Problem solving
- Posted On : 02/07/2024

Job Description:
**We are looking for a Customer Support Associate to join our team.**:
**Responsibilities**:

- ** Onboarding and Training**:
Guide clients through the onboarding process, ensuring a smooth transition to our WhatsApp Cloud API services.

Provide training and educational resources to clients to maximize their understanding and utilization of the product.
- ** Customer Engagement**:
Establish and maintain strong relationships with clients, acting as the main point of contact for inquiries, issues, and feedback.

Conduct regular check-ins to understand client needs, challenges, and opportunities for growth.
- ** Technical Support**:
Collaborate with the technical team to address and resolve customer issues in a timely and efficient manner.

Provide technical assistance and troubleshoot problems related to the WhatsApp Cloud API.
- ** Product Feedback**:
Gather and relay customer feedback to the product development team to contribute to the continuous improvement of our services.

Advocate for customer needs within the organization and ensure their voices are heard.
- ** Customer Retention**:
Work proactively to identify and address potential issues that could impact customer satisfaction or retention.

Develop and implement strategies to increase customer loyalty and reduce churn.

**Qualifications**:

- Proven experience in customer success, account management, or customer support, preferably in a technology or communication services environment.
- Strong understanding of cloud APIs, with specific knowledge of WhatsApp Cloud API being a significant advantage.
- Excellent communication skills, both verbal and written.
- Ability to effectively communicate technical concepts to non-technical audiences.
- Proactive problem-solving skills and the ability to work collaboratively across teams.