Customer Support Executive

Description

• Timely and Quality Assistance: Ensure that customers receive timely assistance and resolutions within agreed Service Level Agreements (SLAs), while upholding high-quality standards. Collaborate closely with internal teams to deliver permanent solutions to customer problems.
• Knowledge Base Management: Regularly update the knowledge base with new articles, guides, and tutorials to address knowledge gaps and empower customers to find answers independently. Ensure that the knowledge base remains accurate, comprehensive, and accessible.
• First Point of Contact: Serve as the initial point of contact for all end-users (customers) seeking assistance and support with the Attentive.ai platform via various channels including emails, calls, and chats.
• Preventing Recurrence: Take proactive measures to prevent the recurrence of similar issues for current and future customers. Provide valuable feedback to the product and development teams to enhance the platform's functionality and user experience.
• Query Behavior Analysis: Analyze inbound customer queries to identify patterns, trends, and common issues. Provide insights and recommendations to relevant teams to improve processes and optimize the platform for customer satisfaction.
• Issue Identification: Understand and analyze customer inquiries to identify whether they relate to technical support issues, service needs, or knowledge gaps. Escalate complex issues to the appropriate internal teams for resolution.

Requirements

• Excellent communication skills, both verbal and written.
• Analytical mindset with the capability to analyze customer query behavior.
• Experience in providing customer support via multiple channels (emails, calls, chats).
• Ability to collaborate effectively with cross-functional teams.
• Hands on ticket handling experience on platforms such as Freshdesk, Salesforce, Hubspot, Zoho Desk is a must
• Ability to work flexible hours to support US time zones
• Strong problem-solving abilities and a customer-centric approach.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance