Jobs

Product Support Associate

Who you are:

  • You are someone who believes in creating long-term relationships with customers, using their questions as opportunities;
  • You like analyzing problems logically and thoroughly;
  • Are a Graduate/Post-graduate, with 1+ year of experience in online Customer Support;
  • Have very good and accent-neutral communication skills in English;
  • Have customer-centric skills like sensitivity, empathy and problem-solving to be happy and keep customers happy;
  • Are a good team player with high integrity and a strong work ethic;
  • Enjoy working in a dynamic, fast-paced start-up environment under minimal supervision, learning quickly, adapting well to change and delivering quick results;
  • Have a strong understanding and working knowledge of the internet and technical concepts (e.g. you understand the terms HTML, browser and cache)
  • Open to a flexible schedule (night, weekend & holiday shift schedules);
  • Preferably, have technical knowledge/exposure of IP telephony, VOIP, SIP, networking equipment such as routers, switches is preferred.

 

What you will do:

  • Guide/inform customers on how to use our product and services
  • Resolve customer questions and complaints
  • Communicate problem fixes and updates
  • Document all customer communication on email/voice/chat and progress status in our customer relationship management system
  • Escalate problems to appropriate channels and follow up on resolutions
  • Increase customer satisfaction and build loyalty by providing amazing, personalized customer support
  • Identify potential gaps and problems in customer experience, feed customer inputs and suggestions for product and service improvements to relevant teams
  • Help internally by sharing knowledge, contributing to blog posts, experimenting with new innovations and discussing best practices

Sounds like you? Apply here.