JOB ROLE :Associate Manager (Customer Support)
Location: Work from Home
ABOUT
- Deliver interactive product demonstrations to help the user find value in the product
- Proactively support customers with prompt, friendly and accurate solutions through any medium or channel (including email, phone and chat)
- Troubleshoot technical queries to identify issues in order to provide complete information and resolution to customers
- Work closely with customers to understand their measures of success and identify areas for improvement
- Communicate effectively and promptly with cross-functional colleagues to gather inputs required for issue resolution.
- Establish a trusted partner/advisor relationship with customers and drive value with SocialPilot
Education Required:
- Bachelor’s degree (or equivalent job-related experience)
- Strong communication and interpersonal skills; ability to provide timely communications to customers is vitally important
- Strong analytical skills – ability to adapt the tools quickly and in-depth knowledge on finding out the root cause of the problem
- Ability to quickly develop effective working relationships with internal and external contacts
- Modernizing customer experience through tools, technologies, and processes to both resolve customer issues as well as help answer their “how-to” questions
- Develop a proactive approach to establish a “best-in-class” support services experience to continuously improve customer engagement and satisfaction
- Meeting the customer’s SLAs while updating the tickets on timely manner
- Understanding of social media channels and connections
