Customer Support

Customer Support Job Overview: Customer Support Executive is responsible for responding and resolving client reported issues associated to Zaggle - Expense Management Solution received via Support Website, email or through calls. Customer Support Executive will also be responsible for resolving and closing the tickets within the stipulated SLAs. Zaggle Support is often consultative and addresses intermediate to advanced service-related issues. Responsibility: Responsible to deliver customer-centric service experiences to Zaggle Customers during every interaction. Display superior customer service when providing inbound and outbound (email, phone, chat, email etc) application and/or functional support and resolution to customers. Maintain a strong passion for solving problems and helping customers, acting as a first line of relationship management. Research with the customer to fully diagnose the issue, respond to the customer within established timelines utilizing standard solutions. Troubleshoot cases and follow appropriate documentation steps and annotate all the steps or activities undertaken to resolve the issue. Regularly provide updates to the client on open cases to gain more information and wherever required escalate issues internally within Zaggle departments to ensure timely resolution. Effectively manage client expectations, drive client deliverables and exercise scope to ensure issue resolution. Provide consultative expertise to the client, guiding clients through key decisions and tradeoffs while resolving issues. Wherever required, effectively conduct basic product functionality trainings with clients remotely. Develop and maintain strong functional and technical Zaggle product knowledge including new release and products. Deliver outstanding client service to achieve high Customer Support Survey scores. Be aware of, and comply with, all corporate policies. Qualifications: Education, Experience & Training required: Bachelors degree or equivalent with one-three years of customer service experience. Experience in client-facing/service roles a must and experience in SaaS, EMS, HRMS, Productivity or similar software solutions. Ability to understand customer pain points and classify & articulate them in categories such as backend/frontend/UI/UX/customization/product issue etc. for faster logging and resolution. Basic understanding of issue logging, maintaining tracker and as required creating an issue ticket for same on ticketing tools. Strong organizational skills and ability to deliver on commitments Ability to pass a background check. Job Specific Specialized Knowledge & Skills: Ability to express thoughts clearly & professionally for fluent customer interaction via telephone, email etc. (English). Strong problem resolution skills proven to engage and interact with internal teams to resolve client issues. Must be comfortable in a fast-paced, fluid, and ever-changing work environment and able to facilitate changes as situation requires Must possess the ability to work both strategically and tactically. Excellent organizational, planning skills and negotiation skills. Strong technical aptitude and ability to understand technical concepts quickly. Ability to address and manage through ambiguous situations assess situations, solve problems and make decisions. Ability to prioritize and manage workload to meet deadlines. Must be results, goal, and customer service orientated. Critical Performance Competencies: Accountability Planning and Organization Listening Communication and Influence Personal/ Professional Effectiveness Business Acumen/Strategic Business Perspective Adaptability/ Flexibility Attention to Detail Change Management Decisiveness/Judgement Intelligence Tenacity Value Competencies: Displays leadership through innovation and walks an extra mile to create innovative solutions. Displays customer centric passion, empathy & responsibility to the customer. Displays excellence and relentless commitment in delivering solutions to customers. Displays compete transparency to the customer and takes ownership. Displays personal & corporate integrity Hires, develops & rewards great people Send in your resume at careers@zaggle.in,