Technical Support - SaaS

2 days ago

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SupportNinja

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Showing the world a better way to outsource.

outsourcing • customer support • customer experience • back-office support • lead generation

1001 - 5000

💰 Private Equity Round on 2021-02

Description

• Maintaining an understanding of Products and services offerings. • Handling of Level 1 Inbound Calls, Chat and Emails through the portal. • Completing level 1 troubleshooting or tasks that may be requested by users or the sales team. • Work directly with Tier 2 or Tier 3 support and development team when necessary for more complicated problem resolution. • Process and manage escalations, with follow up for the customer at resolution. • Resolving complaints and preventing additional issues by making recommendations for improving processes. • Ability to navigate the App and Web Dashboard to speak to and assist customers with Basic Usage and Troubleshooting questions. • Understanding of CRM and Help Desk software and procedures Communicating with clients in a timely, efficient manner. • Create articulate written exchanges (chat or email) that contain clear and concise instructions and answers for the end user.

Requirements

• At least 1 year of experience in a customer-facing support role with technical support experience or similar role for software or SaaS applications. • Demonstrate the ability to be composed and professional on the phone, through video calls and email. • Empathy for a company and operators who are growing and changing processes. • Ability to collect, organize, and analyze large amounts of data. • Ability to communicate effectively with all levels of skill and technology understanding. • Adaptability and strong problem-solving skills. You understand how to deflect frustration and demonstrate professionalism. • Excellent active listening skills. • Exceptional verbal and written communication skills. • Building relationships with clients based on trust and respect. • Understands and familiar with Excel as well other Office and GSuite software. • Ability to adapt to ever changing workplace. • Being flexible. • Understanding Transportation and Logistics industry is a plus.

Benefits

• Maintaining an understanding of Products and services offerings. • Handling of Level 1 Inbound Calls, Chat and Emails through the portal. • Completing level 1 troubleshooting or tasks that may be requested by users or the sales team. • Work directly with Tier 2 or Tier 3 support and development team when necessary for more complicated problem resolution. • Process and manage escalations, with follow up for the customer at resolution. • Resolving complaints and preventing additional issues by making recommendations for improving processes. • Ability to navigate the App and Web Dashboard to speak to and assist customers with Basic Usage and Troubleshooting questions. • Understanding of CRM and Help Desk software and procedures Communicating with clients in a timely, efficient manner. • Create articulate written exchanges (chat or email) that contain clear and concise instructions and answers for the end user.