Roles & Responsibilities:
- Taking ownership of customer issues reported and seeing problems through to resolution.
- Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared.
- Ask customers targeted questions to quickly understand the root of the problem.
- Resolving all customer issues in time bound manner. Comply with the SLA for issue resolution.
- Onboarding new customers: Providing Admin and User trainings e.t.c (over web and in-person).
- Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue.
- Work closely with technical teams to enhance the quality of existing products.
- Manage and monitor customers expectations.
- Help in keeping customers extremely satisfied and thereby contributing to customer retention.
Key Requirements:
- 1+ years of experience in supporting web based software platforms SaaS for North American and Indian customers
- Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures.
- Good understanding of API, Webhooks, Connectors.
- Good to have the understanding on at least one of the programming languages (PHP, Java, Python).
- Operational support experience - the ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues.
- Excellent problem-solving, strong written & verbal communication and documentation skills
- Obsessed with customer support and delighting the customers.
- Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools.
- Need to work in the 24/7 Shift
Why Should You Apply
Fast paced environment
Accelerated Growth & Rewards
Easily approachable management
Work with the best minds and industry leaders
Flexible work timings
