Associate - Product Support

LeadSquared

1 - 6 years

6 - 10 Lacs

bengaluru

Posted:2 weeks ago| Platform:

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Skills Required

operational support diagnostics customer retention php workflow issue resolution customer support ips crm python

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles & Responsibilities: Taking ownership of customer issues reported and seeing problems through to resolution
Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared
Ask customers targeted questions to quickly understand the root of the problem
Resolving all customer issues in time bound manner
Comply with the SLA for issue resolution
Onboarding new customers: Providing Admin and User trainings e
t
c (over web and in-person)
Talk clients through a series of actions, either via phone, email or chat, until they ve solved a technical issue
Work closely with technical teams to enhance the quality of existing products
Manage and monitor customers expectations
Help in keeping customers extremely satisfied and thereby contributing to customer retention
Key Requirements: 1+ years of experience in supporting web based software platforms SaaS for North American and Indian customers Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures
Good understanding of API, Webhooks, Connectors
Good to have the understanding on at least one of the programming languages (PHP, Java, Python)
Operational support experience - the ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues
Excellent problem-solving, strong written & verbal communication and documentation skills Obsessed with customer support and delighting the customers
Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools
Need to work in the 24/7 ShiftWhy Should You ApplyFast paced environment Accelerated Growth & Rewards Easily approachable management Work with the best minds and industry leaders Flexible work timings

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