Your responsibilities will include resolving queries, recommending solutions and guiding product users through features and functionalities.
Ultimately, You will help establish our reputation as a company that offers excellent customer support.
What youll be doing:
- Provide independent, professional, high-quality responses to our customers and employees through support ticketing systems and other pipelines.
- Identifying points of interest & assisting customers with how to use specific features.
- Analyzing and reporting recurring issues.
- Enriched the company internal knowledge base with information, walk through and how-to written guides for customers and developers both.
- Gather feedback from the company customer success teams and share with the development and product team to deliver better quality products and services.
- Service-oriented personality with a can-do attitude.
- Collaborative and responsible among co-workers, a real team player.
- Previous customer support experience, preferred from SAAS companies.
- Fluent English must be comfortable with reading, writing & apeaking in English.
- Detail-oriented, capable of handling multiple items simultaneously.
- Tech savvy, Strong problem solving / troubleshooting skills.
- Feel comfortable and natural to investigate and play around with technologies that haven't met before.
- Basic IT Knowledge.
- Experience with ticketing systems (Freshdesk/Zendesk or similar), Slack or other ChatOps solutions.
- Basic SQL knowledge.
- Basic knowledge with Ai tools, mostly ChatGPT for service purposes.
