Customer Support

2 months ago

Pune, India Provakil Full time

**Company**

Provakil is a new-age legal operations management suite for enterprises. Provakil provides an integrated SaaS platform for legal teams to manage all aspects of legal operations including litigation, contracts, compliances, and intellectual property with customized workflows and analytics. We provide automatic data updates from 8000+ courts, trademark and patent registries, and other sources of public legal data. The platform is equipped with advanced ML/AI capabilities for intelligent document review, IP watch & search, case law research, and other use cases. Provakil is trusted by over 100 companies and 50 law firms to manage different aspects of their legal operations.

**Job brief**
- Ability to work in team environment
- Familiarity with customer service software (CRM,ticketing systems) for chat and call process.
- Ability to work flexible hours ,including evenings and weekends.
- Earlier experience into chat and call support process.(Technical support experience).
- Customer oriented approach and ability to adapt different situations.
- Hands on experience on MS office suite.
- Ability to multitask and problem solving skills.
- 0-2 years of experience.
- Excellent communications skills written and verbal.

Responsible for
- 1. Respond to customer queries via chat or phone in a timely and professional manner. 2. Proactively responding on tickets or issues.
3. Resolve customer queries or issues with required solutions.
4. Coordinate with internal teams for query resolution.
5. Provide required information about products and services offered by Provakil.
6. Update customer information and issue details in ticketing platform.
7. Analysing the challenges faced by clients and passing the details to technical team.
8. Should be aware of product feature updates.
9. Flexible in working shifts.

Requirement:
2. Resolve customer complaints or issues by providing appropriate solution or alternatives.
3. Should have knowledge of API integration, cloud based tool.
4. Interact with cross team to get the issues resolved.
5. Hands on experience on CRM or any ticketing system.
6. Should be able to lead meetings and training sessions.
7. Worked in customer facing environment.
8. Troubleshoot technical issues at level 1 and level 2.
9. Handled customer escalations and worked on escalation matrix
10. Provide weekly status on ticket received and resolved Additionally, Excellent communication verbal and written. Handled enterprise client issues in previous experience.

Bachelor’s degree in CS or IT or related field.

**Salary**: ₹350,000.00 - ₹400,000.00 per year

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Provident Fund

Schedule:

- Day shift
- Rotational shift

COVID-19 considerations:
Yes

**Speak with the employer**
+91 9175448085
Application Deadline: 28/06/2023
Expected Start Date: 03/07/2023

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