Profile: Customer Support Associate (Remote)
Pan India: Work from home job
Job Timings: Rotational day and night shift
About the job
Job Timings: Rotational day and night shift
location: Remote
About Recruiterflow
Recruiterflow is a SaaS product built for recruiters to manage and automate their workflow. We work with 1000+ recruiting and staffing agencies across 90+ countries.We are a remote company and have been growing from strength to strength since our launch in November 2017. We are still a small team of 40+ and are completely bootstrapping the growth of Recruiterflow. We have been growing 2X for the last 3 years and plan to do so next year as well. Our team is across 15+ states and 4 countries.
We are looking for multiple Customer Support Associates to assist our customers with technical problems when using our products and services. Customer Support Associate responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities
- Respond to customer queries in a timely and accurate way, via support software (intercom), screen share or email.
- Identify customer needs and help customers use specific features.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share it with our Product, Sales and Marketing teams
Requirements
- Excellent communication and problem-solving skills
- 1-3 years of experience in customer-facing role is mandatory
- Experience as a Customer Success Specialist or Technical Chat Support role is a plus
- Familiarity with SaaS software is a plus
- Experience with call and ticket logging applications
- Multi-tasking abilities
- Patience when handling tough cases
- Quick learner
Desired Skills and Experience
customer success