Description
Who We AreEstablished in 2015, ClickPost is Asia's largest Logistics Intelligence Platform, working with companies such as Walmart, Nykaa, Meesho, Adidas etc.to help them improve post purchase customer experience.We have been profitable for the past 5 years and are backed by some of the biggest investors around and are growing 2x year on year.We are one of the rare startups working at cutting edge technology, with enormous scales and a brand name that is well respected in Indian Saas and e-commerce world.Our core values of transparency, continuous learning, ownership, and speed have fostered a dynamic culture.With several ex-startup founders on the team, we've created a workplace thats both engaging and rich with learning opportunities.
Role Summary
As a Customer Support Analyst, you will handle customer inquiries, resolve technical issues, and ensure a smooth experience for our clients.Youll be the first point of contact for customers, providing timely and effective support, troubleshooting technical issues, and delivering a high level of customer satisfaction.In addition to general support responsibilities, this role requires basic technical knowledge, including understanding APIs, HTML, and common troubleshooting techniques related to SaaS platforms.
Key Responsibilities
- Manage customer inquiries through various support channels (email, chat, phone) with professionalism and efficiency.
- Diagnose and troubleshoot customer issues related to the platform, including technical challenges involving APIs, integrations, and basic HTML errors.
- Assist customers in integrating Clickposts platform into their existing systems, providing expert guidance on API usage and troubleshooting.
- Document and log customer interactions and technical issues in the CRM, ensuring accurate records for future reference.
- Develop a deep understanding of our platform's features and capabilities, staying updated on new product releases and updates.
- Gain hands-on experience in diagnosing technical issues and effectively communicating solutions to customers.
- Learn best practices for integrating and optimizing the use of our platform, enhancing your skills in customer support and technical troubleshooting.
- Identify and analyze recurring customer issues, providing valuable insights to the product and engineering teams to drive improvements in the overall customer experience.
- Contribute to the creation of support documentation and best practice guidelines, helping to streamline processes and enhance team efficiency.
- Collaborate with cross-functional teams to escalate complex technical issues and ensure timely resolution, fostering a culture of continuous improvement.
What You Will Need To Crack This Role
- 2+ years of experience in a customer support role, preferably in a B2B SaaS environment.
- Technical knowledge of APIs (e.g, ability to help customers with API integration, understanding request/response, and authentication methods).
- Basic understanding of HTML and web technologies to troubleshoot customer interface or integration issues.
- Familiarity with JSON and XML formats is a plus for troubleshooting API-related issues.
- Experience using customer support platforms like Zendesk, Freshdesk, or similar tools.
- Strong problem-solving skills and the ability to communicate complex technical issues to non-technical customers in a clear and concise manner.
- Excellent verbal and written communication skills.
- Ability to multitask and manage time effectively in a fast-paced environment
(ref:hirist.tech)
