Customer Support Associate
5 days ago
About the job_
Anantya.ai is a trusted and leading CPaaS platform defining how companies communicate with customers. Through our customer engagement software, built on Official WhatsApps Business API, businesses can easily engage with their customers in real-time at scale Send multiple WhatsApp messages, automate notifications, and provide efficient customer support through live chat or chatbots.
We are hiring a Customer Support Associate to assist our customers in solving technical problems when using our products and services.
Responsibilities_
- Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products.
- Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously.
- Demonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively.
- Conduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds.
- Collaborate with the technical team or escalate complex technical issues as needed, ensuring timely resolution and customer satisfaction.
- Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution.
- Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support.
- Deliver product training sessions remotely to educate customers on product features, best practices, and usage.
- Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs.
- Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes.
- Continuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.
Requirements_
- Minimum of 1-5 years experience as a Customer Service Support or similar CS role and a minimum of 1 year in a Software Company.
- English Proficiency - Excellent communication in verbal and written.
- Experience using help desk software and remote support tools.
- Must have a strong understanding of how CRM systems work.
- Excellent communication and problem-solving skills.
- Ability to demonstrate patience when handling complex queries and challenges.
- Ability to work in a fast-paced environment and multi-task.
- Flexible to work on a shift schedule including night shifts.
- Available to start immediately or within the next 7 days.
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