JD
About the Role: We are seeking a highly motivated and customer-focused individual to join our Customer Success Team. With 3+ years of experience in this role, you will be responsible for providing excellent customer support to our clients for our SaaS product. You will be the primary point of contact for customer inquiries and will work closely with the product and technical teams to resolve customer issues. You will also be required to handle inbound inquiries, provide demos to potential customers, on-board them to the system & follow-up on due renewal payments.
Responsibilities:
- Respond to customer inquiries via phone, email and chat in a timely and professional manner
- Troubleshoot customer issues related to our SaaS product and provide appropriate solutions
- Maintain customer satisfaction by timely resolution of customer issues
- Document customer interactions and escalate issues to relevant teams as necessary
- Maintaining up to date records over CRM & different tools Collaborate with the product and technical teams to identify and resolve recurring customer issues
- Provide product support, including training/demos and on-boarding assistance with product usage Continuously improve customer support processes and procedures
Requirements:
- Proven experience in a customer support role, preferably in a SaaS or technology-related fieldStrong written and verbal communication skills
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- Ability to troubleshoot technical problems and provide solutions
- Excellent problem-solving and analytical skills
- Strong attention to detail
