Customer Service Representative

OUR STORY:

In 2021, Novatr began as a dream in a tiny garage in the bustling lanes of Delhi. This dream was to empower every architect, engineer, and AEC professional with cutting-edge technology skills and help them realize their true potential. The AEC (Architecture-Engineering-Construction) industry is on the brink of a technological revolution, and we take pride in creating world-class, industry-relevant curriculums and innovative learning experiences that the world has never seen before.

Founded by visionary architects and engineers, and backed by leading investors like Y Combinator and Powerhouse Ventures, we are fully committed to building the people who are building a better tomorrow. The world needs bold solutions and bold people to make things happen. Our mission is to empower every AEC professional through technology and innovative learning experiences. And guess what? We want YOU to be a part of this exhilarating journey!

Key Responsibilities:

• Onboarding Learners::

  Reach out to your learners and help prepare them to take on the 9-month course journey at Novatr. This step is key in guaranteeing a top learner-experience

• Championing Learner Sentiment:

  - Ticketing system, Building reports, &

  escalating critical issues

  to management or related teams for immediate resolutions.

• Innovating and Streamlining Processes

  : Develop and implement new strategies to improve the customer experience through regular monthly cycle

• Analyzing Learner Metrics

  : Monitor and analyze customer support metrics to continually improve performance and satisfaction.

• Relaying Learner Feedback:

  Be the voice of our customers, ensuring their feedback is heard and acted upon.

• Driving Actionable Insights:

  Translate customer feedback into actionable recommendations for product and service enhancements.

Desired Skills & Qualifications:

• Experience Superhero:

  You've got 2-3 years of customer success experience.

• Communication Ninja:

  Your communication skills are top-notch, both written and verbal. You can turn even the toughest customer frowns upside down!

• Problem-Solving Wizard:

  Complex issues? Bring them on! You have a knack for transforming challenges into opportunities.

• Tech Guru:

  Hubspot, JIRA, support software, and feedback tools are your playground. You’re comfortable navigating and optimising them.

• Customer Advocate:

  You're passionate about making customers happy and ensuring their voices are heard loud and clear.

• Positive Vibes Only:

  Your attitude is always upbeat, proactive, and focused on creating the best customer experience possible.

• Continuous Improvement Enthusiast:

  You’re always on the lookout for ways to improve and enhance our support processes.

What You’ll Get:

• Growth Path: Real mentorship and opportunities to take challenging technical ownership on the path to becoming a 10x engineer.
• Impact: Autonomy to make meaningful, high-impact technical contributions.
• Learning: Exposure to state-of-the-art technology- cloud, NoSQL, caching, and distributed systems.
• Culture: Fast-paced, energetic, and supportive team where your curiosity and ambition are valued.