Title : Customer Support Specialist

Process: Calls (Inbound/Outbound) and Emails

Experience range : 2-5 years

Salary Range : Up to 30k in Hand monthly

- 6 days' Work from office (10 AM to 7 PM)

- As a Customer Support Specialist, you will be primarily working with the Customer Support Lead, Product and Growth (Sales) team delivering effortless customer experience during technical issue resolution for Credflow products. You will be handling customer concerns, onboarding and renewal challenges over calls and emails. You are also expected to provide case-specific visibility for high priority technical issues to the Customer Support Lead and relevant stakeholders in the organization.

Key Responsibilities :

- Deliver support to key stakeholders in Credflow user base/organisation (owners, business accountants, account managers etc) acting as their designated owner for their product needs

- Collaborate with customers to accurately understand, replicate and timely resolve support issues over calls and emails

- Triage and troubleshoot issues which cannot be resolved instantly, offer alternatives if the solution does not exist when the issue is discovered

- Determine accurate TAT for complex issues resolution after consulting with Team Leads/Product/Growth team and timely close the loop with customers over calls and emails

- Analyse and identify issues with high pain points and fastrack response/resolution wherever possible

- Develop and share incident reports internally for critical customer issues on need basis clearly highlighting the context, problems, solutions/alternatives provided to the customer

- Get involved in the discussion of high-level issues and solutions for the customer, supporting team discussions wherever required

- Assist in the creation and implementation of standardised support processes, improving existing workflows and systems

- Collaborate extensively with tech and product stakeholders to keep yourself updates on new feature developments

- Deliver feedback and recommendations for Credflow product and services to the appropriate stakeholders in Product, Tech and/or Sales teams

Skills and Background : 

Your skills :

- Start-up experience will be a great add-on, should be from client or customer servicing background

- Problem solving mindset along with exceptional verbal and written communication skills mandatory

- Great work ethic, should be able to balance and deliver the daily tasks without management intervention

- Curious about technology with an inquisitive mindset

- Should be a team player focused on creating win-win-win for the customer, the organization and the team in everything you do

- You are a future leader who sets exceptionally high professional standard in everything that you do

- Must be familiar with NPS, C-Sat and other Customer Experience Management Metrics

Your background :

- Experience with customer experience management platforms

- Domain experience (preferred) : FinTech, SaaS, SMBs, B2B, Payments, Subscription/Product based organisations

- Education Background (preferred) : B.Tech (CS, IT, Electronic, Telecommunication).

- Decent working knowledge of Microsoft Office tools (especially Excel), G-Suite (Google Sheets, Docs, Slides)