Multiplier | Support Specialist | pune
3 days ago
A Bit About Us
We’re at the forefront of one of the most exciting evolutions of our generation - remote staffing. No longer do employers have to hire according to geography, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find, anywhere in the world. But they need digital solutions to help them streamline the process...
Welcome to Multiplier Our global employment platform empowers companies to hire people all across the world by managing the complexities of local compliance, labor contracts, payroll, benefits and taxes - all from one software system. It’s a game changer
About The Role
Core responsibility of a Support executive is to action transactional requests raised by Multiplier customers/members & provide ideal resolution relying on the processes laid out. Customer Satisfaction and one-call resolution would be the key metric to be achieved. Our KPIs should be 2 hour response time and 6 hour resolution.
What You’ll Do
- Respond to customer queries in a timely and accurate manner, mostly via intercom and Zendesk.
- Identify customer and member needs and help them use specific product features.
- Analyse and report product malfunctions (by testing different scenarios or impersonating users).
- Share feature requests and effective workarounds with product team members
- Inform customers and members about new features and functionalities along with solving customer queries.
- Constantly track customer and member pain points and provide process-related improvement ideas.
- Ensure member and customer satisfaction is achieved as the top priority focusing on strong NPS and MSAT.
- Provide
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