Customer Support Executive

About:

Attentive.ai: Attentive.ai is a fast-growing vertical SaaS start-up, funded by PeakXV (Surge), Infoedge and Vertex Ventures, that provides innovative software solutions for the landscape, paving & construction industries in the United States. Our mission is to help businesses in this space improve their operations and grow their revenue through our simple & easy-to-use software platform.

We are seeking an experienced and dynamic individual to join our team as Customer Support Executive. An ideal candidate will have 2 to 3 years of experience in customer support in a related field (B2B SaaS, Software etc.). Experience providing support to US clients will be considered a strong plus.

Responsibilities:

• First Point of Contact: Serve as the initial point of contact for all end-users (customers) seeking assistance and support with the Attentive.ai platform via various channels including emails, calls, and chats.
• Issue Identification: Understand and analyze customer inquiries to identify whether they relate to technical support issues, service needs, or knowledge gaps. Escalate complex issues to the appropriate internal teams for resolution.
• Timely and Quality Assistance: Ensure that customers receive timely assistance and resolutions within agreed Service Level Agreements (SLAs), while upholding high-quality standards. Collaborate closely with internal teams to deliver permanent solutions to customer problems.
• Preventing Recurrence: Take proactive measures to prevent the recurrence of similar issues for current and future customers. Provide valuable feedback to the product and development teams to enhance the platform's functionality and user experience.
• Query Behavior Analysis: Analyze inbound customer queries to identify patterns, trends, and common issues. Provide insights and recommendations to relevant teams to improve processes and optimize the platform for customer satisfaction.
• Knowledge Base Management: Regularly update the knowledge base with new articles, guides, and tutorials to address knowledge gaps and empower customers to find answers independently. Ensure that the knowledge base remains accurate, comprehensive, and accessible.

Requirements for the Role:

• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to collaborate effectively with cross-functional teams.
• Analytical mindset with the capability to analyze customer query behavior.
• Hands on ticket handling experience on platforms such as Freshdesk, Salesforce, Hubspot, Zoho Desk is a must
• Experience in providing customer support via multiple channels (emails, calls, chats).
• Ability to work flexible hours to support US time zones

Location

Shift Timing: