Customer Support Specialist

Our goal is to delight our customers by providing high quality, highly valued risk and compliance management products and services within our fully integrated platform.  We create better workplaces by combining innovative people and industry-leading technology that allows companies to build and promote ethical cultures.

As a Customer Support Specialist, you will be primarily responsible for front line technical support of our product solutions.  In addition to managing product support tickets, phone calls, and emails, you will also assist internal employees with onboarding, support and process development.  

At NAVEX, you will work in a hybrid role and thrive alongside an engaged and collaborative team invested in supporting your success

Come join our outstanding team of fun, close-knit professionals who will help with your success and long-term career growth

What you'll get: 

• Career growth. With market-leading training and an unwavering commitment to owning your career plan, you can grow your career to new heights.
• Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits. Because we believe companies should offer more than just a salary.
• Meaningful purpose. Our products and solutions have real-life impact on people and organizations across the globe. Our innovations make a difference.
• Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community.
• An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you'll feel at home.
• Industry leadership. Play your part in a fast-growing organization known for excellence, profitability, and stability.

What you'll do:

• Manage customer support tickets, calls and emails within service level agreement requirements, including confidential information
• Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues
• Identify, evaluate and resolve customer computer, system, server and user related issues
• Document issues and resolution progress
• Educate/train internal team members on processes, products and technical escalations
• Educate/train customers on solutions current status, delivery alternatives and announced updates
• Enhance program and product awareness with focused messaging
• Identify and propose potential system and customer relationship enhancements, including upsell opportunities
• Interpret and communicate specialized technical material into information usable by customers
• Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design

What you'll need:

• 2+ years of experience in customer service and software support
• Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies
• Proficiency in updating and managing CRM; Salesforce preferred
• Training experience with the ability to adapt facilitation style to engage your audience
• Ability to learn and assimilate new information quickly
• Ability to evaluate and define customer and system needs
• Ability to work within a team environment to achieve results
• Attention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on priorities
• Ability to drive results through your job competencies of effective communication, product and industry knowledge (service), and service-oriented problem solving
• Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust

Our side of the deal: 

• We believe everyone deserves to see their path forward, and the steps in place to achieve their career and financial goals. 
• Every team member is required to have a career plan in place, to be reviewed with their manager after six months in our team.
• The starting pay rate for this role is 885,000 INR per annum. Shifts ending between 12:00 AM IST and 07:00 AM IST are eligible for a night shift differential of 500 INR/day.
• Pay progression based on your performance.