Customer Support Associate

4 days ago

Bengaluru, India FloBiz Full time

Customer Support Associate (L1)
- Chat Process

Job brief
- We are looking for a Customer Success Chat Specialist to assist our customers with technical problems when using our products and services
- The responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software
- Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures

**Responsibilities**:

- Respond to customer queries in a timely and accurate way, via chat
- Identify customer needs and help customers use specific features
- Analyze and report product issues (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share it with our Product, Sales and Marketing teams
- Assist in training junior Customer Success Representative

**Requirements**:

- Minimum of 1 years of experience as a Chat Support Specialist or similar Customer Service role
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Typing speed of 30 to 35 WPM with 90% and above accuracy
- Should be a graduate
- Fluency in the English and Hindi language; demonstrated communication and writing skills

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