Senior Client Support Specialist

3 days ago

Hyderabad, Telangana, India beBeeBusiness Full time ₹ 14,40,000 - ₹ 2,01,20,000
Job Profile: Business Operations Specialist

We are seeking a detail-oriented and organized individual to join our team as a Business Operations Specialist. This role involves ensuring smooth onboarding of clients, maintaining seamless coordination with telecom operators, and monitoring messaging traffic to support operational efficiency and client satisfaction.

The ideal candidate will have strong analytical and problem-solving skills, with the ability to work collaboratively with cross-functional teams, including Sales, Technical, and Partner departments. The selected individual will also possess excellent communication and documentation skills, with the ability to create and maintain detailed and accurate documentation of standard operating procedures (SOPs) for regular operations.

Main Responsibilities:
  • Client Onboarding
    • Coordinate end-to-end client onboarding by gathering information and technical requirements, provisioning accounts, and ensuring seamless internal coordination for a smooth customer experience.
    • Provide support to customers during account configuration, assisting in issue resolution to ensure successful integration and traffic initiation.
    • Monitor traffic post-onboarding to analyze performance trends and provide early-stage support.
  • Traffic Assurance
    • Track monthly traffic targets received from internal stakeholders and break them into weekly and daily targets to ensure monitoring and achievement.
  • Telco Coordination
    • Coordinate with telecom operators and connectivity partners for additional capacities and request for proposals (RFPs).
    • Work closely with telco account managers to follow up and resolve long-pending technical, commercial, or operational issues in a timely manner.
  • Reports & Analytics
    • Publish daily performance reports of clients for review, routing deviations.
    • Monitor traffic from customers, identify and analyze reasons for traffic growth or dip, and highlight with the sales team for corrective action.
    • Identify potential opportunities and publish them.
  • Cross-Functional Collaboration
    • Work closely with other departments, including development, sales, and quality assurance to ensure a seamless customer experience.
  • Process Enhancement
    • Identify opportunities for process improvement and contribute to enhancing the efficiency of the support team.
  • Documentation Management
    • Create and maintain detailed and accurate documentation of standard operating procedures (SOPs) for regular operations.

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