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10/09 Arjun Soni
Freelancer at Freelancer

Views:150 Applications:20 Rec. Actions:Recruiter Actions:11

Advocate/Senior Advocate - Customer Success - IT (3-6 yrs)

Bangalore Job Code: 90242

Job Title: Customer Success Advocate/Sr. Customer Success Advocate

Location: Bangalore, India

Timings: 4:00 PM To 1:00 AM IST/ 9:00 PM To 6:00 AM IST (Swing/ Night Shift)

Job Summary:

As a Customer Success Advocate, you will be part of a small, highly skilled team responsible for delivering superior 24x7 service and support to Client's customers globally. If you are highly energetic, have a passion to help global customers, possess excellent written and oral communication skills, along with solid technical/programming capabilities, we have an exciting role for you.

Primary Responsibilities :

- Provide superior service and support to the Client's customer base

- Interact with customer via phone, email or chat to understand their specific requirements

- Program and QA minor changes to customer websites per their requirements

- Answer questions and queries customers have regarding Client's products and services

- Troubleshoot and fix issues with the customer's website infrastructure or digital marketing products/tools

- Provide ongoing, regular updates to customers to keep them appraised of progress toward solution

- For more complex requirements, escalate to the next level to get them addressed, while maintaining ownership of the ticket and communication with customers

- Work with Client's customer success managers and product team to identify and prioritize issues and enhancements which need to be taken up by the Product Team

- Document each customer interaction using our ticket management system

- Focus on achieving customer's expected outcomes leading to highly satisfied customers

- Meet or exceed internal and external service level agreements (SLA)

- Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support

- Support team members when necessary

- Participate in rotational off hours and on call support on weekends and holidays

Required Skills/Experience:

- 2 - 3 years in front end programming building websites including HTML, CSS, Javascript, testing/debugging, and browser tools

- Strong customer empathy and customer handling skills

- Excellent written and oral communication skills

- Excellent interpersonal skills

- Analytical problem solver with critical thinking capability

- Capability to multi-task

- Bachelor's degree in Technology, preferably Computer Science

- Willingness to work during US working hours

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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