ProProfs.com - Executive - Customer Support (0-2 yrs)
At ProProfs, we are hiring a Customer Support Executive who can enhance our customer experience. The candidate will be asked to conduct demonstrations, product overview sessions to clients of ProProfs, make modifications, and escalate complaints across a number of communication channels. To perform well in this role the candidate should be able to remain calm when customers are frustrated and have prior experience of handling customers from the US, Canada, EU Regions.
Customer Support responsibilities:
- Manage customer life cycle by responding to customer queries and issues over call/email/chat.
- Conduct demos and product overview sessions to ProProfs clients.
- Develop and maintain and grow customer relationships with the customers.
- Maintain up-to-date knowledge of ProProfs products, features and processes
- Identify customer needs and help customers use specific features.
- Gather customer feedback and share with our Product and Technical team.
- Analyze and report product malfunctions.
- Work within the SLA's and strict timelines
- Spearhead the growth & adoption of ProProfs, and to be an evangelist for ProProfs
- Excellent written and verbal communication skills.
- Proven track record of customer success experience via phone, email and chat
- Ability to work on multiple tools simultaneously, HelpDesk, Phone, chat tools etc.
- Problem-solving and developing strong relationships with key customers to build a trusted partnership.
- SaaS experience - Would be an advantage