Specialist - Customer Support & Onboarding

Position Overview :

We are seeking a dedicated and customer- focused individual to join our team as a Customer Support and Onboarding Specialist. In this role, you will be responsible for providing exceptional support to our customers, guiding them through the onboarding process, and ensuring their satisfaction with our products or services. The ideal candidate will possess strong communication skills, a passion for helping others, and the ability to thrive in a fast- paced environment. Understanding of different tools like CRM/ ticketing systems/ MarTech tools/ Commerce tools would be desirable .

Key Responsibilities :

- Provide timely and effective support to customers via email, phone, and chat channels.

- Guide customers through the onboarding process, ensuring a smooth and seamless experience.

- Troubleshoot technical issues and escalate complex issues to the appropriate teams when necessary.

- Educate customers on product features, functionality, and best practices to maximize their success.

- Collaborate with cross- functional teams to address customer needs and improve the overall customer experience.

- Document customer interactions and maintain accurate records in our CRM system.

- Assist in the development of support resources, including FAQs, knowledge base articles, and training materials.

- Continuously seek opportunities to improve processes and enhance the quality of support provided to customers.

- Stay up to date on product updates, industry trends, and best practices in customer support.

Qualifications:

- Bachelor's degree in Engineering or computer science in a related field or equivalent work experience + MBA would be preferred not necessary.

- Previous experience in customer support, preferably in a technology or SaaS environment.

- Strong communication skills, both written and verbal.

- Excellent problem- solving abilities and attention to detail.

- Ability to multitask and prioritize tasks in a fast- paced environment.

- Proficiency with CRM systems and support tools.

- Experience with onboarding processes and customer training is a plus.

- Ability to work independently and as part of a team.

- Positive attitude and a passion for delivering exceptional customer service.

- This may involve multiple time zones and work from office In Bangalore / Pune.

- 7- 12 Years experience in SAAS/ product company would be necessary.

Work mode : Hybrid