Associate - Customer Support

7 hours ago

Mangalore Karnataka, India Updapt CSR Private Limited Full time

**About Updapt**:
Updapt is an ESG Tech Company providing comprehensive SaaS-based ESG (Environmental, Social, and Governance) solutions to address the end-to-end sustainability needs of companies across the globe. With a Cloud-based easy-to-use platform hosting a variety of ESG data of 750+ ESG factors, the technology platform can support a wide spectrum of ESG analysis, monitoring, and reporting.

Our sustainability platform can digitize a firm’s entire ESG life cycle right from data recording to monitoring, including Dashboards and Sustainability Reporting as per various Global Standards such as GRI, CDP, UN SDG, and BRSR.

**Why Work with Us**:

- Shape up your career in the space of ESG & Sustainability, which is in high demand in India and globally.
- Experience and understand the various aspects of SaaS B2B Platform and ESG / Sustainability
- Part of the Accenture Sustainability Value Accelerator Program
- Agile work environment promoting Creativity with Friendly Policies, Supportive Leaders

**Responsibilities**:

- Responsible for providing timely customer support by managing client queries and conducting periodic engagement to gather feedback on deployment and user experience, thereby contributing to client retention.
- Guiding team members, helping them improve their skills through training, and motivating them to work toward common goals.
- Being accountable for all divergence regarding the expected quality, and proposing measures for service and resource optimization.
- Prepare and deliver regular reports on key performance indicators (KPIs), service-level agreements (SLAs), and overall performance.
- Responsible for adhering to the onboarding support process and frequent status updates to clients/stakeholders with clarity in communication.
- Collaborate effectively with clients, product teams, technical teams, and internal stakeholders to provide comprehensive support.
- Contribute to product enhancements, issue resolution, and process improvements based on client feedback and internal assessments.
- Support the Delivery team and Account Management team in managing queries from clients wherever applicable after onboarding support completion.

**Requirements**:

- Experience in Client/Stakeholder Management and Project Management.
- Skilled in ESG & Sustainability Content Knowledge - Supply Chain/Value Chain Management and Enterprise Risk Management.
- Capability to work independently as well as collaboratively within a team.
- Exceptional problem-solving and analytical abilities.
- Demonstrate strong communication and interpersonal skills.
- Effective decision-making skills.
- Strong negotiating and influencing capabilities.

Pay: ₹250,000.00 - ₹300,000.00 per year

**Benefits**:

- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Monday to Friday

Application Question(s):

- How many years of experience do you have in Customer support?
- What is your current CTC?
- What is your expected CTC?
- How many years of experience do you have in client-facing/ client handling?
- Do you have ticketing Experience?
- Have you worked with any specific tools for customer support? What are those tools?

Work Location: In person

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