Customer Support Executive

6 months ago

Pune Maharashtra, India Robobai Technology Pty Full time

**Job description**

Do you want to be part of Australia’s next FinTech Unicorn?

At ROBOBAI, we’re empowering organizations to make intelligent, ethical decisions and be a force for good. We do this by delivering real-time actionable intelligence into the social and ethical risks and spend opportunities in supply chains.

Our business intelligence platform leverages the power of AI and other technologies to integrate and digitize processes and systems across finance, procurement, and sustainability teams - to provide a 360-degree view of spend and deep insight into suppliers. Founded in 2017 Robobai is currently in high growth mode with active plans to penetrate further into the US and UK markets. This is an exciting opportunity to be part of that growth story and be part of the founding team. You should join us if you can think independently, be creative and want to enjoy the opportunities for growth provided by a start-up company.

**What we offer**:

- a flexible, friendly working environment
- we offer a generous compensation package
- Insurance Benefits for self and family
- Internet reimbursement allowance
- Company Stock options (ESOPS)
- an environment to challenge yourself in as well as have fun.
- a pro-diversity workforce

**Your Role with Robobai**
- Maintain and update records for daily queries and escalation via Jira. Keep track of open tickets and ensure they are closed at a given time.
- Escalate problems that cannot be fixed in tier-one support and update users on the status of problems.
- Provide online chat and telephonic support to customers.
- Identify upselling opportunities via customer interaction.
- Increase customer satisfaction.
- Identify customer needs and help customers use specific features
- Follow up with customers to ensure their technical issues are resolved
- Assist in training junior Customer Support Representatives.
- Independent client management
- Client management for change management and feature requests
- Ensuring on-time resolution of client queries and consistent delivery improvement.
- Ensure that Information Security incidents are reported
- Ensure handling of information assets and distribution is restricted based on the associated classification

**Key Performance Indicators**
- Be innovative & come up with new ideas that will have a quantifiable impact on Robobai & customer
- Ensure 98% of the tickets should be resolved on time as per the defined SLA in the next 3 months
- Ensure 100% of the tickets should go with the correct response; no ticket should be reopened in the next 3 months

**What we are looking for**
- Bachelor’s degree in any stream is desired.
- 2 to 5 years of experience as a customer support Executive from IT Company.
- Excellent written and verbal Communication skill

**ROBOBAI** is an equal opportunity employer, promoting diversity and sustainable business practices.

**Benefits**:

- Health insurance
- Internet reimbursement
- Paid sick time
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Rotational shift

Application Question(s):

- what is your notice Period in days?
- what is Current CTC?
- What is the expected CTC?

**Experience**:

- total work: 1 year (preferred)

Pay: ₹200,000.00 - ₹350,000.00 per year

**Benefits**:

- Flexible schedule
- Health insurance
- Internet reimbursement
- Paid sick time
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Monday to Friday

**Education**:

- Bachelor's (preferred)

Work Location: In person

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