Customer Success

6 days ago

Bengaluru, India Grafthire Full time

**Role: Customer Success Associate**
**Department: Customer Success**
**Reporting to: Lead - Customer Success**
**No of Reportees: Nil**

**About Indee**
Indee is amongst the leading providers of a proprietary platform for secure video distribution and streaming used by some of the world’s largest media companies including Netflix, Paramount

Pictures, Disney and over 1100 other companies, big and small. Indee has grown 10x in the last

2 years and is scaling up at a rapid rate.

**About the Customer Support Team**
The Customer Support team aims to provide the best solutions while conserving a high degree of empathy towards our clients. Our clients are our priority at all times and our success at Indee is the result of the trust we have built with customers around the world. The majority of our clients are based out of the U.S.A. which include some of the largest studios. You will be entrusted to be the face of the company, while upholding our values and culture, in these interactions with high-profile clients.

**What you will be doing**:

- Understand customer's query, identify customer's needs and give appropriate resolution to ensure customer satisfaction.
- Follow predefined support procedures and create new policies as per requirement.
- Coordinate with cross-functional teams to resolve issues.
- Maintain customer records by updating account information in the internal database.
- Explore the platform after each release, anticipate support queries, and prepare resolutions.
- Proactively identify and attempt to optimize current processes to increase the efficiency, resolution & conversion rate, and aid customer satisfaction
- Advanced writing and communication skills in English.
- Strong problem-solving and troubleshooting skills
- Effective time management and ability to multitask, organize and prioritize
- Prior experience with SaaS companies and/or with a North American audience will be of great advantage.
- Hands-on knowledge of Slack, Google Suite, and customer service software like

Freshworks is also a big plus.
- Be willing to work in the U.S. shift timings (10:00 p.m. to 6:00 a.m. IST) and take on shifts during the weekend as part of the 24/7 support team.

**Qualifications**
**Experience**:3-6 years of experience in customer / client facing roles

**Education**:PUC / Any Graduation

**Job Perks**
- Medical Insurance of INR 2 lacs which can be upgraded to a total of INR 22 lacs (All sponsored by the organization)
- Open leave policy - no leave limits
- Remote / Hybrid working. No relocation required.
- Performance-driven stock options
- Generous rewards for building the organization via the employee referral route

**Salary**: ₹600,000.00 - ₹1,000,000.00 per year

**Benefits**:

- Health insurance

Schedule:

- Night shift
- Weekend availability

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work (preferred)
- voice process (preferred)

**Language**:

- English (preferred)

Shift availability:

- Night Shift (preferred)

**Speak with the employer**
+91 8217488944

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