Customer Support Associate

3 months ago

Bengaluru Karnataka, India FloBiz Full time

Customer Support Associate (L1)
- Chat Process

**About FloBiz**

FloBiz is a neobank for small & medium businesses that aims to accelerate the growth of their enterprises through technology. Founded in 2019 by IIT & BITS alumni, FloBiz is a fintech backed by renowned investors like Sequoia Capital India, Elevation Capital, Greenoaks Capital, Beenext and Think Investments. The same team also holds the credit of founding Koinex, India's first & largest peer-to-peer crypto exchange. FloBiz is chasing the mission of digitisation to contribute to the building of an Aatmanirbhar Bharat by solving the most pressing problems of the Indian SMB sector. FloBiz launched its flagship product, myBillBook, in early 2020 and it has become one of the highest-rated business apps in India on the Google Play Store.

**About myBillBook**

myBillBook is India's leading GST billing & accounting software with mobile, web app & native desktop offerings and runs on Android as well as iOS. myBillBook has been designed to aid SMB owners to conduct their operations from anywhere and anytime and provides a secure platform for business owners to record transactions & track business performance on the go. It is an ideal software for GST registered businesses where invoicing is one of the core business activities. Also, businesses looking to digitize their operations to understand their financial position better can use this software. It helps them create bills (GST & non-GST), record purchases & expenses, manage inventory and track payables/receivables directly from their mobile phones or computers. Also, the app generates 25 critical business reports that help business owners make effective business decisions. myBillBook is currently available in English, Hindi, Gujarati & Tamil.

Job brief
- We are looking for a Customer Success Chat Specialist to assist our customers with technical problems when using our products and services
- The responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software
- Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures

**Responsibilities**:

- Respond to customer queries in a timely and accurate way, via chat
- Identify customer needs and help customers use specific features
- Analyze and report product issues (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share it with our Product, Sales and Marketing teams
- Assist in training junior Customer Success Representative

**Requirements**:

- Minimum of 1 years of experience as a Chat Support Specialist or similar Customer Service role
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Typing speed of 30 to 35 WPM with 90% and above accuracy
- Should be a graduate
- Fluency in the English and Hindi language; demonstrated communication and writing skills.

Location: Bommanahalli, HSR Layout.

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