Customer Support Executive

Opportunity

As a Technical Support Specialist, you will provide the highest level of support to every customer, through every interaction. You will work closely with other teams (onboarding, customer success, and engineering) to ensure that customer accounts have the technical support necessary to be set up for success. You will manage and troubleshoot third-party integrations, build and use technology resources for the Customer Experience and Solutions team, and act as an escalation point for the rest of the team.

We’re looking for someone who is highly-motivated and detail-oriented. You’re also passionate about people as much as you are about getting your work done. You have a natural fluidity and thoughtfulness to your written and verbal communication with customers. On top of that, you’re incredibly organized, handling multiple responsibilities at the same time without letting a single ball drop. 

Our perfect team member has a customer-first attitude with a strong sense of empathy. More importantly, you have a natural curiosity and aptitude for technology and can quickly learn how to use new tools.

Past experience in technical customer support (email, phone, chat or live) is definitely a plus. If this sounds like you, we’d love to hear from you!

Responsibilities

• You will be the face of QDC, handling inbound interactions through (chat, email, phone and remote session)
• Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA.
• Reproduce customer issues and log tickets to be solved by the engineering team.
• Guide users on product features and train them to use it effectively.
• Build and maintain the resources required for technical support. (Walkthrough, set up guides, help tutorials, emails, and video tutorials)
• Take handover from the onboarding team by understanding customers' persona, their pain points, and expectation. 
• Rigorously measure support SLA & metrics and improve it continuously.
• Maintain regular communications with customers about new feature developments and enhancements to the product. 
• Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.

What you can expect in the next 12 months

Within 1 month

• You should have acquired a good knowledge of the laundry domain, QDC product, and process that we follow.
• Have a one-one chat with every member of the Quick Dry Cleaning team so you get to know everyone well and understand each other.
• You should have gone through at least 3 onboarding and sales experience in the buddy system.
• You should have spent a day at the laundry store to get live hands-on experience.
• You should be able to configure SMS API’s for national and international clients.
• Learn how to access and use all internal tools, including Google Apps, Zoho Desk, JIRA, Sales-IQ, CRM and reverse-shadow in each tool. 
• Shadow other Customer Support Representatives (CSRs) handling inbound interactions, gaining an understanding of common customer inquiries as well as our processes for resolution; demonstrate understanding by completing simple tickets with a CSR shadowing you. 

Within 3 months

• Independently handle hardware integration and support. 
• Become QDC expert through training and customer interaction, building a solid understanding of each feature and best practices for how to use them; handle 80% of all inbound Technical Support interactions without assistance through resolution or escalation; be able to provide creative solutions to users.

Within 6 months

• Maintain a level of customer satisfaction (we measure through CSAT scores) equal to or greater than the overall team average; help maintain all service and support content including process documentation, videos, email macros, training manuals and help articles.

Within 12 months

• Help interview, onboard and train incoming team members.
• Proactively identify, pilot and implement ways to increase efficiency in Technical Support processes; assess results and refine.

What an ideal candidate looks like?

• At least 2+ years of work experience in a customer-facing role such as Customer Support, Account Management, Sales, Corporate Training, etc. 
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ability to understand a software product and its nuances very well.
• Experience managing customer interactions effectively.
• Previous B2B SaaS and enterprise software experience.
• Excellent written and verbal communication skills.
• Ready to work in US Shift in the future when required.

What are we looking for?

Attitude

Skills

• Empathy
• Positive Attitude
• Patience
• Organized
• Process Driven
• Coachable
• Metrics Driven
• Attentive and Listening Skills
• Ability to explain in uncomplicated/ simple language

About Quick Dry Cleaning

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

• Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adopt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like these.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building value SaaS
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 3 Billion garments processed through QDC Dry Cleaning Cloud
• 47 countries
• 1000+ Paid subscribers
• 5000+ Users
• All this could be achieved with a nimble team of 20 from our single office in Noida

Why join QDC?

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
• Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable in our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience Monday blues rather we have Monday excitement.

• Respond to emails and phone callsSchedule meetingsBook travel and accommodationsManage a contact listPrepare customer spreadsheets and keep online recordsOrganize managers’ calendarsPerform market researchCreate presentations, as assignedAddress employees administrative queriesProvide customer service as first point of contact

Responsibilities

·        Handle inquiries and requests from customers and address their needs

·        Stay on top of accounts, making sure they receive services that are within their budget and meet their needs

·        Meet regularly with other team members to discuss progress and find new ways to improve business

                      Serve as a brand ambassador for existing and new products, developing  tailored sales pitches to each client.

·        Coordinate with Customer Support and Marketing to ensure customers satisfaction and appropriately introduce new products as they relate to client needs.

·        Generate progress reports for clients and senior leaders within the organization

·        Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly

Required skills and qualifications

·        Internship or professional experience in a sales or customer service role

·        Ability to multitask and juggle several responsibilities simultaneously

·        Strong written and verbal communication skills 

·        Excellent organizational skills and attention to detail

Customer Operational Account Management:

 The Customer Success Manager (CSM) will focus on establishing and maintaining positive client relationships from an operational and strategic perspective. The incumbent will utilize client relationship management skills to maintain and renew existing contracts, as well as to obtain additional revenue within the assigned account workload.

 Take ownership of customers’ operational needs and steward throughout the organization as required.

 Identifying and recommending resolutions to all Customers’ issues enabling the Customer to place 100% of Customer business on the Company’s products and Services.

 On-going support for advanced or escalated questions/issues/problems.

 Continuously seek opportunities to increase customer satisfaction and deepen client relationships, revenue, profitability, and loyalty.

 Act as a product expert and assist clients in achieving maximum ROI through consultation, training, and analysis for the Company’s customers including but not limited to:  Being a Subject Matter Expert on assigned products and services.  Post-training assessment review and recommendations.  Communication of all system enhancements.  Prepare clients for upcoming releases and ensure they are current on available functionality and how it can meet their needs.  Adherence to Internal and Industry Risk and Compliance rules and responsibilities.  Responsible for assuring the Company’s compliance with its obligations under the Partner Agreement and the Service Level Agreement as it relates to his/her customers.  Maintain an understanding of the market and industry dynamics, including applicable regulations.

Our Client an E-commerce leader is looking for Customer Service Associate-International Chat Process

Job involves assisting customers in expediting orders and correcting post-sales problems primarily through mail, chat and phone in a fun and fast-paced environment.

Job involves 5 days working along with night shifts.

Qualifications and Attributes

Minimum qualification is 10 + 2. Any graduate/ PG is eligible to apply.

Excellent English Communication Skill(Verbal & Written)

• Raising support tickets to enable tracking and resolution of customer requests
• Investigating and resolving customer complaints then closing support tickets
• Maintaining a database of customer information
• Escalating inquiries to the appropriate team, when necessary
• Checking product or service availability
• Assisting customers with registration or account creation

Screen-Magic is publisher of #1 business texting application on Salesforce & Zoho platforms. We are revered for our great customer support. Current high quality customer support is helping us growing well and to retain our leadership position in the market. With growing business, We have decided to expand our Customer support team. We are looking for a Customer support manager who can lead, manage and scale our support team, with goals of high performing customer support team.

Skills:

• Very good communication skills
• Experience of managing customer support team of atleast 10 members for international customers.
• Good Customer facing skills
• Good experience of managing teams
• Good technology background required for understanding complex technology issues.

Responsibilities:

• Setup, Manage customer support team, Setup KRA, SLAs using fresh desk like customer support tools.
• Keep your team motivated.
• Keep tab on all issues which are reported by various sources
• Keep in touch with Product team for new releases and training teams according to their responsibility
• Check quality of customer support tasks and plan the trainings & reinforcement sessions for improving in general customer support quality
• Report to management about customer success reports
• Invent/discover new channels and method to improve customer success
• Manage  budgets of Customer support team requirements
• Take care of hiring and retaining customer support teams
• Do upkeep of tools used for Customer success such as fresh desk, chat etc.

Information Security Responsibilities:
You are responsible for protecting the information resources to which they have access. Your responsibilities cover both computerised and non-computerised information and information technology devices (paper, reports, books,  recordings, computers, removable storage media, printers, phones, fax machines, etc.) that they use or possess.  You Must follow the information security practices set by the ISO, as well as any additional departmental or other applicable information security practices.You are expected to adhere to all Screen-Magic policies and exercise good judgement in the protection of information resources. 

SHIFT : US Shift