Customer Support Associate

14 hours ago

Hyderabad Telangana, India Openprise Full time

Title: Customer Support Associate
Timings: 4:30 am to 12:30 pm IST
Experience: 1-2 Years
Location: Hyderabad

You’ll work closely with the Customer Success Managers to drive resolution of all support issues and ensure customer satisfaction. You’ll learn the Openprise platform and advance your customer-facing and technical skills. This is an opportunity to wear different hats and play different roles, learn your strengths, and have a real impact on the growth of the company and the organization.

**Responsibilities**:

- Become an Openprise platform and data management expert
- Work interactively with the rest of the US and India-based Support team to problem-solve, develop new best practices, and improve platform adoption by customers
- Drive support requests to resolution by tracking progress and communicating both internally and with customers
- Provide feedback to the Customer Success and Product teams through identifying and reporting trends in common customer issues and key difficulties that users are experiencing

**Requirements**:

- Outstanding writing and verbal communication skills
- Excellent project and time management skills
- Interest in learning a software platform, including technical details and use cases
- Problem-solving and technical acuity to investigate issues and find solutions
- Self-driven, motivated, and enthusiastic
- Document troubleshooting steps while updating existing documentation
- Able to work with a team, local and remote, in a changing environment
- Participate in a rotating on-call schedule. Maximum 1 weekend per every 4 weekends
- Must be able to work early morning hours (IST) - 4:30 am to 12:30 pm (with a change of 1 hour during US standard time)
- Bachelor’s degree, or commensurate experience

Pluses:

- 1-2 years of SaaS support experience or working with technology platforms
- Familiarity with platforms such as Zendesk or Jira for tracking customer issues
- Experience in a customer-facing role

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