Job Description
Own and solve problems end-to-end that users of the platform face
Be the tech support champion who understands their product in great detail and loves to solve student/ teacher/ admin queries via channels, such as phone, email, and chat.
Conduct troubleshooting and training to educate users on the features and best practices of our products.
Effectively manage and escalate more complex technical issues to higher-level support or engineering teams, ensuring that user concerns are addressed promptly.
Be the voice of users and collaborate with cross-functional teams of ops, academics, and product to improve the overall experience and reduce issues
Create and maintain comprehensive support documentation, including FAQs, user guides, and knowledge-base articles
Experience in customer support or technical support for more than 2+ years
Patience and empathy when assisting users.
Technical aptitude and the ability to quickly learn new software and hardware.
Can handle chats and calls as a medium of support
Hands-on experience on Salesforce is a plus
Ability to speak Hindi and English fluently
Skills: salesforce,troubleshooting,email management,technical support,chat process,documentation,email,business documentation,operations,on-call support,user assistance,empathy,customer support,chat,teams
