About Zenarate
Zenarate uses cutting-edge speech processing, AI, and machine learning to provide world-class training simulations for customer service organizations. We are a small but exciting and profitable SaaS company, with 100% year-over-year growth. Our training software is used in over a dozen countries and 13 languages by a stable customer base of over 50 leading brands, including Nintendo, Google Play, Genpact, American Express, Bank Of America, and United Airlines. We have won multiple awards from premier organizations, including the American Business Awards (Stevies).
About The Position
We are looking for someone who can provide product support. You will be responsible for supporting and resolving client queries and concerns. You will be responsible for understanding the business goals for our products, and then execute those goals.Responsibilities:
- Work with client Product Owners and other stakeholders to develop and validate user stories and priorities
- Excellent analytical, troubleshooting, and problem-solving skills
- Flexible and proactive/self-motivated working style with strong personal ownership.
- Understanding of the Software Development Life Cycle (SDLC) and experience working in agile/iterative SDLC environments.
- Ability to groom stories, breakdown in enablers / smaller stories
- Should have the ability to understand software products and their functionality.
- Should have good communication skills over the phone.
- Be familiar with remote access tools like Team viewer and Ammyy.
- Should have good written communication skills for writing emails and Support Ticket notes.
- Be relentless in follow-up with different stakeholders to ensure support tickets are handled in a timely manner without escalations
- Responsible for documenting customer feedback on applications and providing recommendations to improve applications.
Requirements
General Requirements:
- 0-2 years of experience in product support, technical support, or similar customer-facing roles
- Graduate from any computer science stream
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- Customer-focused mindset and willingness to learn
Technical Skills:
- Microsoft Word:
- Proficiency in creating, formatting, and editing documents
- Ability to draft product guides, FAQs, and reports
- Microsoft Excel:
- Strong skills in data entry, filtering, sorting, and using formulas
- Experience preparing trackers, logs, and performance summaries
- JIRA:
- Hands-on experience logging, tracking, and managing tickets/issues
- Familiarity with creating dashboards and generating reports
- HTML:
- Basic understanding of HTML for editing and troubleshooting website/product content
- Ability to review and make minor updates to front-end code
Benefits
Zenarate is a company of people committed to:
- Providing the Customer with the finest software backed by consistently top-quality service.
- Deliver our software and services efficiently, thus ensuring fair prices to the Customer and a sound investment for the shareholder.
- Treating the Customer as we expect to be treated -putting the Customer first every day -and meaning it.
- Being leaders in innovation, quality, efficiency, and customer satisfaction. Being known for doing the little things and the big things well.
- Insisting on an inclusive environment where every single person is given the encouragement, support, and opportunity to be successful.
- Expecting and accepting ourselves is nothing short of the best. Remember that each of us makes an unassailable difference.
Zenarate is a company of people who expect to:
- Be treated fairly.
- Work hard in an environment absolutely committed to excellence and Customer satisfaction.
- Work with people who respect each other as important individuals
- Have meaningful work to do and the education, equipment, and support to do it.
- Know what is required of them and be kept candidly informed of their performance and progress.
- Be judged individually by the quality and consistency of their effort, enthusiasm, honesty, and results.
- Be encouraged to offer suggestions and ideas with the understanding that each will be promptly considered and responded to; be able to reasonably speak their minds.
- Receive ample information about the company's plans, activities, and results. If these values resonate with you then we look forward to meeting you.
Benefits
- Competitive salary package that will continue to grow as you gain experience.
- A full suite of benefits including health insurance, team parties, outdoor tours, and much more.
- A casual workplace that appreciates and respects each employee's ideas.
- The agility of a growing and profitable start-up environment building marketing solutions for the largest Fortune 50 customers.
- Flexible work arrangements.
- A full suite of benefits, including health
- A casual workplace that appreciates and respects each employee's ideas
- The agility of a growing and profitable start-up environment
- Flexible work arrangements
