We're looking for someone who is highly-motivated and detail-oriented. You're also passionate about people as much as you are about getting your work done. You have a natural fluidity and thoughtfulness to your written and verbal communication with customers. On top of that, you're incredibly organized, handling multiple responsibilities at the same time without letting a single ball drop.

Our perfect team member has a customer-first attitude with a strong sense of empathy. More importantly, you have a natural curiosity and aptitude for technology and can quickly learn how to use new tools.

Responsibilities : 

- You will be the face of QDC, handling inbound interactions through (chat, email, phone, and remote session)

- Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA.

- Reproduce customer issues and log tickets to be solved by the engineering team.

- Guide users on product features and train them to use it effectively.

- Build and maintain the resources required for technical support. (Walkthrough, set up guides, help tutorials, emails, and video tutorials)

- Take handover from the onboarding team by understanding customers' persona, their pain points, and expectation.

- Rigorously measure support SLA & metrics and improve it continuously.

- Maintain regular communications with customers about new feature developments and enhancements to the product.

- Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.

Required Candidate profile :

- 0-2 years of work experience in a customer-facing role such as Customer Support, Account Management, Sales, Corporate Training, etc.

- Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.

- Ability to understand a software product and its nuances very well.

- Experience managing customer interactions effectively.

- Previous B2B SaaS and enterprise software experience will be an added bonus

- Excellent written and verbal communication skills.

What are we looking for ?

- Empathy

- Positive Attitude

- Patience

- Organized

- Process Driven

- Coachable

- Metrics Driven

- Attentive and Listening Skills

- Ability to explain in uncomplicated/ simple language

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