Customer Support Expert
2 weeks ago
About Karnival
Karnival is a customer marketing platform that empowers businesses to elevate and leverage customer experiences for retention and growth. Our unified platform seamlessly integrates functionalities such as Smart Receipts, Net Promoter Score assessments, Customer research, Surveys, Product Reviews, Loyalty, and a Customer Journey Builder.
We offer:
- Global Exposure: Collaborate with over 210+ international brands across the USA, India, UAE, GCC, Europe, and LATAM.
- Opportunity for Learning: Work closely with product and technical teams to gain in-depth product knowledge and provide support to global clients.
- Mentorship & Growth: Receive mentorship and feedback from experienced colleagues to enhance your problem-solving skills and grow professionally.
Work Location
This role requires working from our office premises in Gurugram.
Key Responsibilities
- Serve as the first point of contact for customers seeking technical support for our products.
- Troubleshoot and resolve product-related issues, providing solutions to customers in a timely and professional manner.
- Escalate unresolved issues to the appropriate internal teams (e.g., developers, product managers).
- Track, document, and report customer support tickets using a ticketing system.
- Maintain a thorough understanding of the product features, functionalities, and integrations.
- Assist customers with product setup, configuration, and usage.
- Identify recurring issues and work with the product team to improve user experience.
- Deliver customer training and product demonstrations, if required.
- Collect customer feedback and insights to help the product team in developing new features.
Requirements
- Minimum 2+ years of experience in a customer-facing support role.
- Strong understanding of software products and technical troubleshooting.
- Familiarity with SaaS platforms or related products is a plus.
- Excellent communication skills, both verbal and written, with the ability to explain complex technical concepts in a clear and simple manner.
- Ability to manage multiple customer queries simultaneously and prioritize effectively.
- Experience using ticketing systems or CRM software.
Benefits
- Average salary: ₹800,000 - ₹1,200,000 per annum.
- Fast-paced and innovative work environment.
- Ongoing training and development opportunities.
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