ProProfs.com - Executive - Customer Support (2-5 yrs)
At ProProfs, we are hiring a Customer Support Executive who can enhance our customer experience. You will be responsible for providing memorable customer service by conducting demonstrations, product overview sessions to clients of ProProfs, making modifications, and escalating 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.
- Provide answers to (technical/non technical) questions
- Shall be involved in end to end support of various SAAS products to medium - large organizations.
- Analyze and report product malfunctions.
- Work within the SLAs and strict timelines
- Spearhead the growth & adoption of ProProfs, and to be an evangelist for ProProfs.
What's in it for you?
- Industry and company training
- Advancement opportunities
- A diverse, global organisation full of intelligent, friendly people to bounce ideas off, learn from and grow with
- Endless career opportunities and clear paths for career development
- Supportive and motivating staff to help you succeed
- Professional and upbeat office setting.
To become a part of our team:
- 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, Help Desk, Phone, chat tools etc..
- Problem solving and developing strong relationships with key customers to build a trusted partnership.
- 2-4 years of experience in International call center environment
- Prior experience in SAAS is a plus
- Able to work 5:30 pm to 02:30 am IST
Work Timings: US timings (East Coast, Central, and West Coast)
Location: Hybrid Work Arrangement (NSEZ, Noida)