Customer Success Associate

Job Description

Customer Support Associate (CS - L1) An entry-level position in the customer support department. The Customer Success Associate (CS - L1) will be responsible for providing technical assistance to customers or internal teams. You are encouraged to proactively improve your skills to effectively handle complex queries. Seeking guidance and mentoring from more experienced team members is a positive step in your professional development. Roles and Responsibilities: Providing high-quality customer services and support through various channels, including calls, chats and forums focusing on the customer-centric approach and maintaining the Customer Happiness Rating (CHR) Develop a deep understanding of the product and its features. Understand customer needs and effectively communicate solutions. Also, communicate the Customer requirement to the Senior Specialist as per the severity level. Proactively engage with customers to ensure their success with the product. Collaborate with cross-functional teams to resolve customer issues promptly. Identify opportunities for upselling or cross-selling additional products and services. Stay informed about product updates and new features to effectively assist customers. Escalating the more complex tickets to their senior department such as Customer Support Specialist (CS - L2), Senior Specialist (CS - L3) etc. per the severity of the issue. Be readily available to assist customers via Zoom calls and Phone Calls to address their questions or concerns Should be able to create articles for the knowledge base articles or videos to promote self-help for our customers. Suggest selling strategies or pricing variation as per competitors Should be able to provide demos to our potential customers and existing customers. Should Learn the retention strategies of our existing customers from his senior team members. Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes. Contribute to the creation of customer support documentation and knowledge base articles. Participate in training programs to stay updated on product knowledge and support techniques. Should come up with creative promotional ideas through which we can attract new customers. Requirements: Freshers who are eager to learn new technologies and skills would be considered for this role. Excellent communication and problem-solving skills. Ability to work in a fast-paced, dynamic environment. Eager to learn new technologies.