- As a Customer Success Technical Support team member you will be directly responsible for assisting our customers with technical problems when using our products and services with an excellent customer service oriented mindset. This is an exciting opportunity for those who are curious, diligent, and want to learn and develop their professional skills within a fast-growing start-up.
- The ideal candidate will be experienced in resolving customer queries, recommending solutions and guiding product users through features and functionalities. We expect you to be a reliable professional, and an excellent communicator who s able to earn our clients trust. Your overarching goal is to ensure an enjoyable experience for everyone using Avoma.
The Scheduled Shift for this role will be 3pm-12am IST to ensure crossover working hours with the US.
What you will be doing in the role (Responsibilities)
- Respond to customer queries in a timely and accurate way, via phone, email or chat, then identify their needs and help them use specific features, or properly escalate unresolved queries to the next level of support.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
What you need to be successful in the role (Qualifications)
- Proven professional experience as a Customer Support Specialist or similar CS role, ideally 3+ years of experience.
- Experience using help de
