Customer Success Associate

3 months ago

Bhopal, India Magnet Brains Software Technology Pvt. Ltd DBAPabbly Full time

Customer SuccessAssociate (CSL1)

Anentrylevel position in the customer support department. TheCustomer Success Associate (CS L1) will be responsible forproviding basic technical assistance to customers or internalteams. You are encouraged to proactivelyimprove your skills to effectively handle complex queries. Seekingguidance and mentoring from more experienced team members is apositive step in their professionaldevelopment.

Responsibilities:

  • Providinghighquality customer services and support through various channelsincluding calls chats and forums focusing on the customercentricapproach and maintaining the Customer Happiness Rating(CHR)

  • Developa deep understanding of the product and itsfeatures.

  • Understandcustomer needs and effectively communicate solutions. Alsocommunicate the Customer requirement to the Senior Specialist asper the severitylevel.

  • Proactivelyengage with customers to ensure their success with theproduct.

  • Collaboratewith crossfunctional teams to resolve customer issuespromptly.

  • Identifyopportunities for upselling or crossselling additional products andservices.

  • Stayinformed about product updates and new features to effectivelyassistcustomers.

  • Escalatingthe more complex tickets to their senior department such asCustomer Support Specialist (CS L2) Senior Specialist (CS L3) etc.per the severity of theissue.

  • Bereadily available to assist customers via Zoom calls and PhoneCalls to address their questions orconcerns

  • Shouldbe able to create articles for the knowledge base articles orvideos to promote selfhelp for ourcustomers.

  • Suggestselling strategies or pricing variation as percompetitors

  • Shouldbe able to provide demos to our potential customers and existingcustomers.

  • ShouldLearn the retention strategies of our existing customers from hissenior teammembers.

  • Contributeto the creation of customer support documentation and knowledgebasearticles.


Requirements

Requirements:

  • Fresherswho are eager to learn new technologies and skills would beconsidered for thisrole
  • Excellentcommunication and problemsolvingskills.
  • Abilityto work in a fastpaced dynamicenvironment.
  • Eagerto learn newtechnologies.


customer support, customer service jobs, IT support, productsupport, JiRA, Postman, customer success associate, customerhandling

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