Senior Customer Support Professional

1 week ago

Vizag, Andhra Pradesh, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 12,00,000

Job Description:

We are seeking a highly skilled professional to join our Talent Support team as a Technical Support Executive. The ideal candidate will have a strong background in applicant tracking systems and customer handling roles.

Key Responsibilities:

  • Provide advanced technical assistance to customers and internal teams on product features, functionalities, and usage.
  • Investigate and resolve complex customer issues related to product performance, compatibility, and usability.
  • Communicate with customers via phone, email, or in-person to understand their concerns and provide prompt and accurate solutions.
  • Develop and maintain documentation such as FAQs, troubleshooting guides, and knowledge base articles to assist customers and support team members.
  • Collaborate with cross-functional teams including product development, sales, and marketing to escalate and resolve issues effectively.
  • Conduct training sessions for support team members and customers on product updates, new features, and best practices.
  • Monitor and evaluate the quality of support services provided, identify areas for improvement, and implement corrective measures.
  • Prepare and present reports on customer support metrics, trends, and feedback to management for strategic decision-making.
  • Identify opportunities for process improvements and contribute to product development initiatives.

Customer Relationship Management:

  • Build and maintain strong relationships with key customer accounts.
  • Understand the unique needs and challenges of each customer and provide tailored solutions.
  • Act as a primary point of contact for customer escalations and issue resolution.

Team Responsibilities:

  • Support and mentor peer group team members, fostering a collaborative and results-driven environment.

Product Expertise:

  • Develop an in-depth understanding of our Talent solutions.
  • Guide the team in effectively communicating product features and benefits to customers.

Process Improvement:

  • Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness.
  • Identify trends in customer inquiries and feedback to inform product and service enhancements.
  • Collaborate with cross-functional teams to ensure a seamless customer experience.

Requirements:

  • Bachelor's degree in a relevant field (Business, IT, or similar) with 65% / 6.5 CGA.
  • Proven experience in a customer-facing role.
  • Strong communication, problem-solving, and interpersonal skills.
  • A customer-centric mindset and a passion for ensuring customer success.

Benefits:

  • Excellent opportunity for career growth and professional development.
  • Competitive compensation package and benefits.
  • Collaborative and dynamic work environment.

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