
Customer Experience Advocate
2 weeks ago
As a key member of our team, you will be responsible for delivering exceptional customer support and ensuring seamless experiences for our clients.
Key Responsibilities:- Provide timely and effective support for Zoho applications, including CRM, Desk, Projects, Books, and related tools
- Track, manage, and resolve customer tickets, ensuring all concerns are addressed to client satisfaction
- Document all client interactions and maintain accurate logs of issues and solutions
- Collaborate with technical teams to identify and troubleshoot complex technical issues
- Communicate software updates, feature enhancements, and best practices to clients
- Explain technical concepts clearly and effectively to non-technical users
- Build and maintain strong client relationships, understanding their business needs and aligning Zoho solutions accordingly
- Provide personalized recommendations to maximize Zoho platform usage
- Conduct client training sessions on Zoho tools and features
- Stay updated on the latest Zoho product updates and new feature releases
- Continuously enhance product expertise and share best practices internally and externally
- Strong understanding and hands-on experience with Zoho applications
- Proven experience in customer support, preferably in SaaS or technology environments
- Ability to troubleshoot technical issues and guide customers toward effective solutions
- Excellent communication and interpersonal skills
- Strong business acumen and problem-solving abilities
- Organizational skills with attention to detail
- Ability to work independently and collaboratively
- Familiarity with support ticketing systems and creating user documentation
- Certification in Zoho applications
- Experience with other CRM or ERP systems
- Understanding of software development methodologies
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