Metromax Solutions

As an Operations and Customer Support Executive, you will be responsible for responding to client and internal queries in a timely and accurate manner, whether it be through phone, email, or chat. Your role will involve identifying customer needs, assisting in using specific features, educating customers, resolving basic technical issues, and ensuring smooth software adoption. Additionally, you will support the operations team by performing administrative and operational tasks, analyzing and reporting product malfunctions, and assisting in resolving team issues. **Key Responsibilities:** - Respond promptly to customer queries via phone, email, or chat. - Analyze and report product malfunctions by testing different scenarios. - Assist the team in resolving issues by coordinating with various departments. - Update the ticketing tool with technical issue information and customer discussions. - Perform basic administrative tasks like password resets and account setup. - Engage in regular documentation processes. - Monitor customer complaints across all channels and provide assistance. - Collaborate with teams to resolve complaints and brainstorm solutions. - Obtain and share client feedback with relevant teams. - Discuss feedback and feature requests with team members. - Follow up with customers to ensure technical issues are resolved. - Coordinate with internal teams to meet customer expectations. - Create manuals and SOPs for processes. - Become an expert in FleetDrive360 software and educate both internal and external stakeholders. - Stay updated on product changes and communicate them effectively. **Qualifications:** - 1-1.5 years of experience in Operations Customer Support or similar role. - Strong customer service skills. - Ability to multitask with minimal errors. - Proficient in phone and video communication. - Availability to work in EST time zone. - Excellent verbal and written communication skills. - Technical knowledge of SAAS software and bug fixes. - Organizational skills to manage multiple customer needs. - Strategic mindset to help customers overcome obstacles. - Self-motivated and adaptable to changing priorities. **Company Overview:** MetroMax Group specializes in the Logistics domain, with MetroMax Solutions offering BPO and IT services. The company has over 500 team members across offices in Atlanta, Bangalore, and Jaipur. The India center serves as the back office for US operations and provides services to other clients. MetroMax Group holds certifications such as ISO 9001, ISO 27001, NASSCOM, TiE, and Great Place to Work. The company values diversity and promotes an inclusive work environment. If you are interested in this role, please send your resume and cover letter to Tushar.paul@themetromaxgroup.com.,