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Operations and Customer Support Executive
2 weeks ago
Position: Operations and Customer Support Executive
Location: Remote
Job Type: Full-time
Timing: 9 am to 5 pm EST
Job Summary:
As an Operations and Customer Support Executive, you will be responding to client and internal queries in a timely and accurate way, via phone, email, or chat. You'll need to identify customer needs and help customers use specific features, educate customers, help solve basic technical problems, and ensure the smooth adoption of our software. You'll also be responsible for supporting the operations team by performing Admin and operation tasks and analyzing and reporting product malfunctions.
Responsibilities:
- Respond to customer queries in a timely and accurate way, via phone, email, or chat.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Being an Operations Support by assisting the team with their issues and resolving them proactively upon coordinating with the Dev, Product, and other team members
- Record and update the ticketing the tool with information about technical issues and useful discussions with customers
- Perform basic administrative tasks, such as password resets, account setup, and configuration.
- Highly involved in the documentation process on a regular/daily basis.
- Monitor customer complaints on all media and reach out to help.
- Discuss with the respective team regarding complaints and conduct a brainstorming session for their resolution. Work closely with Customer Success Managers to resolve customer issues, provide product feedback, and identify growth opportunities.
- Obtaining Client feedback and sharing with Product, sales, and success teams.
- Discuss feedback, feature requests, and effective workarounds with team members.
- Following up with customers to ensure their technical issues are resolved.
- Work with sales, product, technical, and support teams to ensure meeting customer expectations.
- Building manuals and SOPs of the processes involved.
- Needs to be an expert in FleetDrive360 software and associated tasks and will require discussing and educating the product internally and externally.
- Quickly pick up and set forth any updates to the product, both to your customers and to your internal teams as needed.
Qualifications:
- Proven 1-1.5 years of experience in an Operations Customer Support Specialist or similar CS role.
- Proven customer service skills that support strong and loyal relations.
- Multitasking assigned tasks diligently and attentively with minimal to no errors.
- Pleasant and honest Phone and Video communication.
- Will be able to work in EST Time zone.
- Can understand and communicate with US Citizens
- Excellent spoken and written communication.
- Technical knowledge of working with any SAAS software along with basic ideas on bug fixes.
- Organizational skills — you'll be working with many customers, and you'll need to have expertise in place to keep all their needs organized.
- Strategically minded — you'll be helping customers overcome any of the blockages using our product.
- Highly self-motivated and driven.
- The ability to shift priorities quickly when necessary.
Benefits:
- Competitive salary and commission structure.
- Health insurance and other benefits.
- Opportunities for professional development and career advancement.
- Dynamic and collaborative work environment.
- Industry leading Sales Tools and Practices
Company Overview:
- MetroMax Group is a group of several companies specializing in Logistics domain. MetroMax Solutions is a part of the MetroMax Group which offers BPO and IT services.
- We have 500+ team members. We are based out of Atlanta, Bangalore, and Jaipur. Our India center acts as a Backoffice for our US operations and offers IT and BPO services to other clients.
- Our India office grew their employee count by 417% last year and continues to drive the growth for entire business.
- MetroMax group has been operating for 5+ years and has several certifications such as ISO 9001, ISO 27001, NASSCOM, TiE, Great Place to Work, etc.
To apply, please send your resume and a cover letter outlining your relevant experience to
MetroMax is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
