Customer Support Associate

SocialPilot is looking for a Customer Success Specialist to join our team You will build meaningful SaaS products in the Martech space that the customers love You will be part of a highly collaborative group of creative problem solvers with a passion for innovation In this role you will collaborate with cross-functional product teams including UX and UI designers product managers engineers customer success managers and marketing managers This role is onsite role AhmedabadWhat you will do Proactively support customers with prompt friendly and accurate solutions through any medium or channel including phone email chat and social media Work closely with customers to understand their measures of success and identify areas for improvement Troubleshoot technical queries to identify issues in order to provide complete information and resolution to customers Collaborate with other departments such as sales technical support and product development to address customer needs and improve overall customer satisfaction Educate customers on product usage guiding them through processes and troubleshooting steps Ensure Customer Satisfaction and create a WOW experience What are you like 0-3 years of experience in SaaS product support and customer success Strong communication and interpersonal skills ability to provide timely communications to customers is vitally important Strong technical skills to understand and identify the technical problems and resolving them Strong analytical skills - ability to adapt the tools quickly and in-depth knowledge on finding out the root cause of the problem Develop a proactive approach to establish a best-in-class support services experience to continuously improve customer engagement and satisfaction Modernizing customer experience through tools technologies and processes to both resolve customer issues as well as help answer their how-to questions Meeting the customers SLAs while updating the tickets on timely manner Understanding of social media channels and connections You have already worked in technical support or product support role You have the knowledge of using JIRA You know the basics of social media support About SocialPilotSocialPilot empowers over 12 000 agencies and SMBs to manage their social media publishing analytics and social engagement while collaborating with their team and clients Were a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway SocialPilot is nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category Our impact so far Helped 12 000 marketing agencies and SMBs across the globe 5 billion social media posts published One of the fastest-growing SaaS companies in India as listed by Ranked as a Leader consistently by G2 Capterra SoftwareSuggest and TrustRadius Nominated as for the prestigious Economic Times Startup Awards in the Bootstrap category Named as the in India Consistently ranked as a consistently by G2 Capterra and TrustRadius Officially a startup Rated by YOUR STORY as theWhat we believe in Customer Obsession We put customers first while making decisions and planning future goals Ownership We believe in taking ownership of areas that were working on We own up to our successes and failures Moving the needle matters more than just busywork Relentless When it comes to creation innovation we stop at nothing We might fail at the first attempt but we rise back fast to try again Nimbleness We respond rapidly to changing circumstances and customer needs Collaboration Our collaboration efforts extend to our partners and customers along with our internal team We are stronger together Why join SocialPilot Complete transparency on strategy business metrics key performance indicators and major initiatives across the organization No micromanagement Own up your work and be accountable without the need for close supervision Great team Work with a great team with diverse backgrounds from world-class organizations Personal growth Design a personal learning plan and utilize organizational resources to achieve the goals Best in class health and medical benefits Profit-Sharing Plan We reward our high-performing employees by actually sharing profits with them The profits for the year 2021 were shared with the team in the final week of December Staycation Every year choose anywhere in the world to stay for a month we will take care of the expenses Open Door Policy Strong communication and transparency go a long way in creating stress-free workplaces Got a question Just ask the right person without any bureaucracy Zen-like Workspace A modern aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference meeting rooms if you decide to work from the office Powered by JazzHR