Customer Success Executive

2 days ago

Hyderabad Telangana, India Talent Formula Full time

Job title: Customer Success Executive

Business unit: Commercial

Line Manager: Head of Customer Success

Direct reports: None

Rotational Shift

No. of days working: 5 Days

Days: Monday - Friday

Timings: 7.30 AM - 4.30 PM & 5.00 AM - 2.00 PM

**Role outline**

Quantaco helps hospitality businesses achieve better outcomes by embedding technology into our services. We work with leading third-party platforms such as Deputy, Lightyear, and Oracle NetSuite, alongside developing our own proprietary SaaS solutions.

As a Customer Support Executive, you’ll be the first point of contact for our clients, ensuring they receive the help they need to deliver exceptional customer experiences. This role combines Tier 1 & Tier 2 support with internal administrative assistance for our Customer Success team, ensuring new and existing customers receive consistent, high-value care.

Key Responsibilities
- Help customers become confident, expert users of Quantaco’s technology.
- Triage and resolve first and second level customer support issues.
- Escalate complex issues to second
- and third-level support teams through technical diagnosis.
- Create and maintain customer support FAQs, playbooks, and knowledge base articles.
- Assist the operations team in resolving customer issues promptly.
- Perform data entry tasks with high accuracy and efficiency.
- Identify repetitive tasks and clearly document them for automation opportunities.
- Support the team and test new features before they go-live to ensure everything is working smoothly.

Skills, knowledge, and experience
- Three years in an support role, demonstrating the ability to prioritise work and deliver tasks against agreed timelines and a high degree of accuracy.
- Process orientated, happy to follow set procedures and complete tasks in a prescribed manner to ensure completeness.
- Time & Attendance systems, such as Deputy or Employment Hero or HubSpot CRM knowledge is an advantage.
- High level of interpersonal communication skills, spanning verbal, written and electronic.

**How to apply?**

**To be considered for this role, you must complete 3 steps**:
**2. Complete the Skills Tests for this role**

**You must follow the link below and complete the testing assessments. The first assessment is a Skills Test, to assess your technical ability and numerical reasoning.**

**3. Complete the Psychometric Test for this role**

**If you successfully clear the Skills Test, you will be redirected to a Psychometric Test to assess how you think and make decisions.**

**If you do not complete the assessments then you will not be considered for the role.

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