Customer Support

2 days ago

Pune Maharashtra, India ReWise Analytics and Technologies Full time

We are seeking a smart, enthusiastic, and experienced Customer Support & Success Associate for our Maintenance team. You should have a passion for helping others succeed and the desire to create high-impact enablement solutions that will allow us to improve the way we support our customers.

**What You’ll Be Doing**
- Assisting & troubleshooting customer (Print Suppliers/Manufacturers) reported product issues
- Consulting and providing strategy guidance to customers for custom solutions
- Defining and developing self-help content to grow our existing knowledge base and other customer self-help resources
- Tracking and communicating issue status and resolution
- Understanding advocating customer feature request relevancy or workarounds
- Collaborating with other teams, including sales, R&D, professional services, and infrastructure
- Track and measure customer success metrics to build case-studies and driver further engagement
- Track and measure customer attrition metrics to execute retention strategies
- Be a part of a thriving, nimble team that can adapt to changing business needs and champion enablement, learning, and service quality of customer experience across all our products and services

**Your Work Will Focus On 4 Critical Questions**

How can we onboard new subscribers to deeply embed engagement toward their growing success? (execution)
How might we mature our customer self-help resources as we scale to support a growing global subscriber base? (strategy)
How can you grow professionally and further educate yourself on meeting and exceeding customers’ service expectations? (initiative)
How can you advocate and champion customer struggles and successes to internal stakeholders to drive strategy? (communication)

**Must Haves**:
- A proven track record of strong communication initiatives including content creation such as technical writing
- History of professional growth and advancement related to customer service
- Highly proficient at building strong, lasting relationships with team-members and cross-department managers
- Highly organized, detailed-oriented, and self-directed, especially in a remote-work environment
- Experience dealing with unstructured business issues and proactively tracking to resolve these issues
- Experience with Microsoft Office tools including Excel, Word, Outlook, and Teams

**Nice-To Haves**:

- Experience leveraging standard eLearning tools and web-based meeting tools to engage customers preferred
- Experience with Adobe Creative Cloud tools, such as InDesign, Illustrator, and Acrobat preferred
- Experience with a CRM such as Salesforce
- Experience in technical or customer support for software-as-a-service platforms preferred, using ticket/case tracking or equivalent
- Experience with the print industry including estimating, preflight, or machine operations preferred
- Experience with Preflighting and MIS/ERP software.
- AA/AS degree or commensurate experience
- Knowledge of CSS and HTML, and some knowledge of JavaScript.

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