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Performio
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Customer Support Consultant

Customer Support Consultant

Performio

4 - 9 years

3 - 6 Lacs

kolkata mumbai new delhi hyderabad pune chennai bengaluru

Posted:4 hours ago| Platform:

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Skills Required

service level sap sales data management customer support customer service troubleshooting freight recruitment sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

As a Customer Support Consultant, you will play a significant role in Performio, providing world-class support to our customers. With our tried and tested onboarding process, you will soon become familiar with the Performio product and company. You will draw on previous support experience to monitor for new support requests in Zendesk, provide initial triage with 1st and 2nd level support, ensuring the customer is kept up to date and the request is completed within a timely manner. You will collaborate with other teams to ensure more complex requests are managed efficiently and will provide feedback to help improve product and solution knowledge, as well as processes. Answers to questions asked by customers that are not in the knowledge base will be reviewed and added to the knowledge base if appropriate. We re looking for someone who thinks ahead, recognising opportunities to help customers help themselves. You will help out with configuration changes and testing, furthering your knowledge and experience of Performio. You may also be expected to help out with Managed Service, Implementation, and Work Order-related tasks from time to time.

What will you be doing:

Monitoring and triaging new Support requests submitted by customers using our Zendesk Support Portal
Providing 1st and 2nd line support for Support requests
Investigate, reproduce and resolve Customer issues within the required Service Level Agreements
Maintain our evolving knowledge base
Clear and concise documentation of root causes and resolution
Assist with the implementation and testing of Change Requests and implementation projects
As your knowledge of the product grows, make recommendations for solutions based on client s requests
Assist in educating our clients compensation administrators applying best practices

What we re looking for:

Passion for customer service with a communication style that can be adapted to suit the audience
A problem solver with a range of troubleshooting methodologies
Experience in the Sales Compensation industry
Familiar with basic database concepts, spreadsheets and experienced in working with large datasets (Excel, Relational Database Tables, SQL, ETL or other types of tools/languages)
4+ years of experience in a similar role (experience with ICM software preferred)
Experience with implementation & support of ICM solutions like SAP Commissions, Varicent, Xactly will be a big plus
Positive Attitude - optimistic, cares deeply about company and customers
High Emotional IQ - shows empathy, listens when appropriate, creates healthy conversation dynamic
Resourceful - has a "Ill figure it out" attitude if something they need doesnt exist

Bonus:

Experience using Zendesk or other Support Portals
Experience implementing SaaS Applications
Intermediate knowledge of SQL

Why us

Play to win
- we focus on results, have a bias to action and finish what we start
Paint a clear picture
- we re clear, concise and communicate appropriately
Be curious
- we surface alternative solutions and consistently expand our knowledge
Work as one
- we all pitch in but also hold each other to account
Do the right thing
- we put what s right for our customers over our own ego

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Performio

Software Development

West Hollywood California

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Customer Support Consultant