Customer Success Technical Support Expert

3 weeks ago


Pune, Maharashtra, India Avoma, Inc. Full time

Customer Success Technical Support Role at Avoma

As a Customer Success Technical Support team member at Avoma, you will be responsible for providing exceptional technical assistance to our customers. This involves resolving customer queries, recommending solutions, and guiding users through our product features and functionalities. Your primary goal is to ensure a seamless experience for our customers using Avoma.

Key Responsibilities

  • Respond to customer inquiries in a timely and accurate manner via phone, email, or chat.
  • Identify customer needs and provide assistance with specific features or properly escalate unresolved queries.
  • Analyze and report product malfunctions, including testing and user impersonation.
  • Update internal databases with technical issue information and customer discussions.
  • Monitor social media for customer complaints and offer assistance.
  • Share feature requests and workarounds with team members.
  • Follow up with customers to ensure issue resolution.
  • Gather customer feedback and share with the Product, Sales, and Marketing teams.

Requirements

For success in this role, you will need:

  • Proven experience as a Customer Support Specialist or similar role, ideally 3+ years.
  • Experience with help desk software and product management tools.
  • Understanding of CRM systems like Hubspot and Salesforce.
  • Excellent communication and problem-solving skills.
  • Patience when handling challenging cases.
  • Proficiency in the English language for remote and asynchronous work.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

  • BSc in Information Technology or relevant diploma.
  • Comfort working in an agile software development process.
  • Positive and solution-oriented mindset.
  • Inclination towards communication, inclusion, and visibility.
  • Demonstrated ability to work closely with other teams.
  • Ability to thrive in a fully remote organization.
  • Knowledge of Artificial Intelligence technologies and tools.


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