Job
Description
At ProProfs, we are hiring a Sr. Customer Support Executive/ Onboarding and Customer Success / Account Management 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/Onboarding and Customer Success responsibilities: Be the primary point of contact and build long-term relationships with customers Help customers through email, phone, online presentations, screen-share Develop a trusted advisor relationship with key accounts, customer stakeholders Ensure the timely and successful delivery of our solutions according to customer needs and objectives Be responsible for customer onboarding, account management, product adoption, account growth and account success Increase Customer Satisfaction and minimize Churn, by Emails and Calls to resolve challenges they are facing with respect to our product, also sharing inputs to use the product. Develop and maintain and grow customer relationships with the customers. Maintain up-to-date knowledge of ProProfs products, features and processes Provide answers to (technical/non technical) questions Shall be involved in end to end support of various SAAS products to medium - large organizations Responsible for keeping current clients delighted and delivering exceptional client service on a day-to-day basis Work within the SLAs and strict timelines Spearhead the growth & adoption of ProProfs, and to be an evangelist for ProProfs Whats in it for you? Industry and company training Advancement opportunities A diverse, global organization 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, HelpDesk, 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: Noida - Hybrid (3 days a week from office)
