spe/sme

2 days ago

Hyderabad, Telangana, India Lancesoft Full time US$ 90,000 - US$ 1,20,000 per year

User Support Specialist Responsibilities:

Interact with users via email, phone, and chat.

Represent Stripe at the initial point of contact with important and strategic users.

Analyze and evaluate users specific account setups and previous interactions with Stripe to recommend solutions to their questions that would best fit their needs.

Meet and exceed personal targets in a fun and challenging team environment.

Escalate complex user issues to Stripe internal UO teams and provide context to the reason for the escalation.

Be able to deliver conclusions from data given to you (EX: suggesting training needs based on previous ticket volume).

Work to resolve user issues within first contact, escalating only as needed due to access restrictions, tool limitations, or technical complexity

Identify opportunities to improve the user experience with better tooling or product fixes

Required Qualifications:

Previous customer support experience is critical, and experience must be in a related field such as technology, financial services, or a similarly complex product offering.

Must have prior experience in multi-channel customer support, including either email, phone, or chat.

Demonstrated experience working within a metric and target focused work environment.

Excellent listening and communication skills, written and verbal.

Highly empathetic and thoughtful, with ability to understand customers' business challenges and tailor a solution adapted to their needs.

Enjoy talking about technical concepts, and comfortable explaining how Stripe works to a range of audiences.

Are able and willing to work on a rotational shift pattern, which will include weekends.

Highly motivated and thrive in a fast-paced environment.

Demonstrated ability to solve complex support problems, often in the absence of defined workflows.Role & responsibilities

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