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Customer Success Associate

Job Description

Responsibilities

    1. Accurately identifying the problem and providing solutions
      • Taking complete ownership of the customer’s issue. You're accountable for researching, reproducing, troubleshooting, and resolving concerns/issues raised by our customers via in-app chat or email.
      • Have a deep understanding of the product to provide optimal resolutions to the customer.
      • You're expected to understand the customers' actual needs and provide resolutions using specific product features.
      • You're expected to be both proactive (anticipating what can be asked and providing suggestions) and reactive(answering what the customer has asked for) in your approach when responding to the customer.
      • You're expected to analyze the technical issues reported by the customer and collaborate with the engineers to provide a resolution.
      • Gathering information from the customer about features requested and communicating the information with the Product team.
    2. Providing tailor-made training to customers
      • Understanding the customer and their needs and coming up with a training plan for them.
      • Conducting the training sessions such that it instills confidence in our customers to use the product.
      • Actively track the customer experience during training and the usage of the product to further tweak the training plans.
      • Proactively identify the areas of Product to be improved for better adoption.
    3. Enhancing Customer Experience
      • Consult optimum next steps that help the customer reap the maximum benefits from the product
      • Resolving complex issues/queries for customers and implementing resolutions within set KPIs and SLAs
      • Collaborating with the product team to suggest finer workflows or changes within the product that enhances customer experience with using the product
      • Going above and beyond than providing just resolutions - creating short videos, suggesting best practices, workarounds, next steps, etc.,
      • Checking in and following up with the customer regularly until the issue is resolved.
      • Assisting Customer Success Manager with any customer requirements, queries, or issues in order to improve the customer experience.

4. Other Responsibilities

  • Updating help articles based on any changes or improvements made to the product.
  • Writing new help articles for the new features added to the product.
  • Participating in the onboarding process for new team members by helping them understand our product and how the Customer Support team provides value to the customer.

Work Timings:

You will primarily be supporting US educational institutions so you are expected to work from 4 PM to 2 AM IST(approx.).

Requirements

  • You have 6 months to 2 years of experience with second to none Customer service experience
  • You are self-driven, self-motivated, and well prepared to thrive and scale your career in a fast-growing startup.
  • You pay attention to the detail and stay focused; nothing falls through the cracks on your watch.
  • You are excellent in your writing skills when it comes to responding to the customers. Very precise and well-articulated.
  • Problem-solving is second nature to you. You love taking on difficult challenges and finding creative solutions.
  • You volunteer for new challenges and take ownership of it to make a difference.
  • You are fast in learning and understanding SaaS(technical) products like Almabase.
  • You are comfortable learning and using tools such as Google Suite, Asana, Slack, Loom, Notion, etc.

 

Education/Experience

Experience: 6 months to 3 years (Preferably in B2B SaaS companies)
Budget for the role: 10 LPA
Location: Kalyan Nagar, Bangalore ( On-site)

Job Summary

  • Join WhatsApp Group : Jobs in Bangalore
  • Published on: 2022-08-12 13:35:51
  • Last Employer Activity: 2022-11-08 07:26:29

About the Recruiter/Company

  • Company/Recruiter Name: Recruitment Specialist ~ Ujjwal Gupta
  • Details: This is Ujjwal Gupta working with Zigsaw as a Recruitment Specialist. I specialise in recruitment for Content Writing/Copywriting, NGO, Education Industry, BFSI Industry roles roles at Zigsaw. If you are looking for Jobs in the above domain OR for any query related to the above Job, kindly reach to me on Call and WhatsApp at 6387264923 OR E-mail your resume at ujjwal.gupta@zigsaw.in

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