Technical Customer Support Specialist

3 weeks ago


Mumbai, Maharashtra, India HR PLACEMENT CONSULTANTS (HRPC) Full time

Job Title: Technical Customer Support Specialist

At HRPC, we are seeking a highly skilled Technical Customer Support Specialist to join our team. As a Technical Customer Support Specialist, you will be responsible for providing exceptional customer support to our clients, troubleshooting complex technical issues, and ensuring a high level of customer satisfaction.

Key Responsibilities:

  • Resolve customer inquiries and problems promptly and efficiently.
  • Provide timely assistance through live chat and Slack community, maintaining active and effective communication.
  • Engage daily with the engineering team to stay aligned on product updates and customer feedback.
  • Aggregate common questions users ask into the Help desk with thorough guides/videos/articles on how to solve a particular problem or how to achieve a certain outcome.
  • Take ownership of the tickets that you create and follow-up with the Engineering team and Customer until the issue is resolved.
  • Collect feature requests from customers and update it in the Trello board.
  • Ensure customer satisfaction rating is more than 90% monthly.

Qualifications:

  • Should be flexible to work in any shift including night shift.
  • Previous experience with SaaS chat support.
  • Understanding of how cold email campaign writing and creating works.
  • Excellent communication and collaboration skills, with the ability to work effectively in a team-oriented, fast-paced environment.
  • Ability to multi-task and work efficiently in a fast-paced environment.

Good to have:

  • Cold emailing knowledge.
  • Prior Experience of working in a Start-up.
  • Self-dependent and Quick learner.


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