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05/01 munmun Jain
Senior Talent Partner at Saas Labs

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Saas Labs - Customer Support Specialist (2-4 yrs)

Any Location Job Code: 192504

Customer Support Specialist


About the Role :


As a member of our Support organization, your focus is to deliver post-sales support and solutions to our customer base while serving as an advocate for customer needs. This involves resolving post-sales technical concerns regarding the use of and troubleshooting for our product JustCall, Helpwise, etc.

As the primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal SaaS Labs employees on diverse customer situations and escalated issues.

Responsibilities :

- Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers

- Collaborating with fellow support colleagues and other internal organizations to provide superior customer service

- Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

-Anticipating customer needs and effectively addressing concerns related to their issue or resolution

- Providing direct technical assistance to customers via phone, email, chat, and tickets.

- Ensure that the chat and ticket SLAs are honoured

- Proactively identify the cases that require escalation, technically or strategically, escalate accordingly

Qualifications :

- Minimum of 2 years of experience in IT Industry preferably working in a customer facing role, preferably with international customers

- Advanced level proficiency in written and spoken English

- Hands-on experience in narrowing down the reported problem into accurate issue, and identification of the root cause

- Expertise in finding creative solutions to effectively address customer concerns

- Proficient to ensure customer issues are resolved in the most timely and effective manner possible

- Questioning skills /probing skills, as relevant to the issue.

- Ability to empathize and work with customers in real-time to resolve issues..

- Demonstrable ability to handle various tasks or projects with changing priorities.

- Familiarity with chat support systems like Intercom, Zendesk etc.

- Understanding about CRMs and why businesses use them.

- Past experience of working with a CRM is a plus.

- Should Be comfortable Working in Night Shifts

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