Customer Success Associate

About the Customer Support Team

The Customer Success team aims to provide the best solutions while maintaining a high degree of empathy towards our clients. Our clients are our priority at all times and our success at Indee is the result of the trust we have built with customers around the world. The majority of our clients are based out of the U.S.A. which include some of the largest studios. You will be entrusted to be the face of the company, while upholding our values and culture, in these interactions with high-profile clients.

What you will be doing

• Effectively engage and interact with customers by email or chat on a variety of issues ranging from billing inquiries and streaming issues to bug reports and fixes.
• Put yourself in the shoes of a customer to identify pain points and resolve issues to ensure customer satisfaction.
• Follow protocol and escalate effectively.
• Coordinate and work closely with cross-functional teams to resolve issues.
• Manage Customer accounts and provide white collar services to important customer accounts
• Test the platform after each release, anticipate customer queries, and prepare resolutions and workarounds for customer issues.
• Proactively work on optimizing current processes to increase efficiency, resolution & conversion rate, and aid customer satisfaction.
• Take up personal projects along with working on team projects to find gaps in processes, improve customer service and strengthen internal knowledge base.

What we are looking for in a candidate

• Advanced writing and communication skills in English.
• Strong problem-solving and troubleshooting skills.
• Effective time management and ability to multitask, organize and prioritize.
• Prior experience with SaaS companies and/or with a North American audience will be of great advantage.
• Hands-on knowledge of Slack, Google Suite, and customer service software like Freshworks is also a big plus.
• Be willing to work in a rotational shift with U.S. timings (10:00 p.m. to 6:00 a.m. IST) and take on shifts during the weekend as part of the 24/7 support team.

Qualification

Education:

Experience: