Customer Support Specialist

8 hours ago

Hyderabad, Telangana, India Karya Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Company Description

is a SaaS-based All-in-one Business Management Software company located in Hyderabad. The company is focused on revolutionizing the way SMEs operate by providing HRM, CRM, Project Management, Finance & Accounting solutions on a unified platform. aims to increase productivity and accountability through its process-oriented approach.

Customer Support:

  • Act as the primary point of contact for customers post-purchase, providing technical support and guidance on the ERP product.
  • Troubleshoot and resolve issues related to the ERP software, addressing customer concerns and ensuring timely resolution.
  • Collaborate with the development team to escalate and resolve complex technical issues.
  • Manage and prioritize support tickets, ensuring prompt and professional responses.
  • Provide expert guidance on product features and best practices, helping customers make the most out of the software.

Training & Onboarding:

  • Conduct product training sessions (via webinars, video calls, or on-site visits) for new customers to ensure smooth adoption and effective use of the ERP system.
  • Develop training materials, user guides, and FAQs to support customer learning and self-service.
  • Assist in creating customized training plans based on the customer's specific needs and use cases.
  • Support customers during their initial implementation phase, ensuring they are able to configure and utilize the system efficiently.

Customer Success & Relationship Management:

  • Establish strong relationships with customers to ensure ongoing satisfaction and product engagement.
  • Proactively check in with customers to ensure they are using the ERP system to its full potential.
  • Help identify opportunities for upselling or cross-selling additional features and services based on customer needs.
  • Collect feedback from customers on product features and report insights to the product development team.

Documentation & Reporting:

  • Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
  • Monitor and report on key performance metrics (e.g., ticket resolution time, customer satisfaction).
  • Contribute to the continuous improvement of support processes and customer satisfaction strategies.

Qualifications & Skills:

  • Bachelor's degree in Business, Information Technology, or a related field.
  • Proven experience in a customer support or training role, preferably in a SaaS or ERP environment.
  • Strong understanding of ERP systems and SaaS-based solutions (experience with [insert ERP system, if applicable] is a plus).
  • Exceptional communication and presentation skills, with the ability to explain complex technical concepts to non-technical users.
  • Strong problem-solving skills and ability to troubleshoot software-related issues.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Knowledge of customer support tools (e.g., Zendesk, Freshdesk) is a plus.

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