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Narvar Technical Solutions Expert

1 month ago

Bengaluru, Karnataka, India Narvar India Private Limited Full time
Narvar Technical Solutions Expert Job Description
About the Role:

Narvar is growing, and we are seeking a skilled Technical Solutions Expert to help scale our customer base. In this role, you will be responsible for driving the success of industry-leading brands on the Narvar platform. You will work collaboratively with our Customer Success team to drive strong user adoption and excellent retention rates for Narvar's solutions, demonstrating value every step of the way.

Responsibilities:

* Collaborate with the Customer Success team to ensure our customers understand the value of Narvar and the opportunities for growth.
* Develop a deep understanding of the client's technical environment, infrastructure, and systems.
* Serve as a liaison between support, CSM, and customer for technical inquiries, escalations, and issue resolution.
* Work closely with customers to help them resolve issues with our Support and Engineering teams; Offer technical support, troubleshooting, and guidance to clients to resolve issues and optimize their use of the company's offerings.
* Create business reviews for the Customer Success team to drive awareness of product performance and increase product usage.
* Work closely with CSMs to support customer self-service activities at scale email templates and triggers, tracking page marketing updates, returns policies/rules/portal, EDD, etc.
* Track participation, product adoption, and account health across a portfolio of clients
* Juggle multiple customer engagements and projects in parallel and work cross-functionally to deliver an exceptional experience for our customers
* Contribute to the scalability of the customer success team through documentation and process optimization
* Shadow the seasoned Customer Success team members to accelerate learning and better understand the voice of the customer
* Develop a deep understanding of our SaaS products and stay updated on new features and updates.

Requirements:

* 2+ years of experience in operations, technical account management, customer support, customer success, communications, and support management.
* Strong understanding of technical concepts, ideally within the company's industry or domain.
* Data analytics experience with a previous understanding of SaaS concepts and an ability to learn and understand software quickly.
* Ability to analyze complex issues and provide effective solutions.
* Support ticket triage and resolution for a variety of customer types (MidMarket, Strat).
* Ability to work closely with cross-functional organizations, i.e. support, product, engineering.
* Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice.
* An eagerness to think creatively both in terms of solutions to complex complaints and process improvement.
* Proficiency in using customer support tools (Zendesk) and CRM systems.
* Comfortable collaborating with both technical and business teams.
* Strong customer empathy and service level focus.
* Team player with an eagerness to learn.

Why Narvar?

Narvar is on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform. From the hottest new direct-to-consumer companies to retail's most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages. Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.