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.
Nearpe is a payment gateway fintech startup founded by IIT'ians and Ex CTO's and CEO's. As the name suggests Nearpe is a platform where customers can buy anything online and can pay to the nearby stores. Targeting 500 million smartphone users who transact through CASH only. For more details visit www.nearpe.comIMMEDIATE JOINERS ARE NEEDED. CANDIDATES FROM NOIDA AND DELHI WILL BE GIVEN PREFERENCES.Responsibilities :- Chat/Call with the Customers.- Help Customer in placing order by using of different internal tools, coordinating with Tech Support, Customer Success and Product teams- To resolve Customer side or vendor side queries over call/message- To monitor TAT to first chat and give resolution to Customer- To help improve process quality by giving feedback by doing chat/call audits- Having product/app understanding and helping the users as well with that.- Ensure that all the related notes/ call comments are properly documented and suitable information is provided to vendors/Customers.Required Skills : - Able to work independently and efficiently to meet deadlines.- Able to promptly answer support related email, phone calls and other electronic communications.- Self- motivated, detail- oriented and organized.- Must be fluent (verbal and written) in the following languages: English & Hindi
Trackier is 3 years old venture under Cloudstuff Technology Pvt. Ltd. As part of Cloudstuff’s Customer Success team, you'll be responsible for• Developing and maintaining relationships with a robust customer base of the world’s top companies in mobile advertising. • Strategizing with customers for deeper utilization of, and success with, the Trackier's service. • Owning/managing your book of business & building strategies to trigger and drive business growth opportunities. • Engaging and coordinating internal groups as well as partners, as needed, to meet revenue targets & to maximize customer retention and adoption. • Coordinating onboarding, training, quarterly/annual business reviews and serve as a liaison with customers regarding new product launches & opportunities. • Maintaining current knowledge of the Mobile industry, competitive research and an understanding of the customer's business challenges and industry trends. • You are the key to strategic relationship management with our most important customers.Requirements • Knowledge of, or experience with performance-based, mobile advertising campaigns. • Experience working with data-driven sales strategy, managing up-selling/cross-selling opportunities & working with revenue targets. • Extraordinary interpersonal communication and presentation skills. • Outgoing, positive, and energetic personality - this role requires our customers to like you, a lot. • Solid customer service experience and a consultative mindset. • Ability to pick-up, learn and quickly become knowledgeable in SaaS tech concepts. • Motivated self-starter, always one step ahead. • Experience working in a scrappy startup type environment. • Ability to work trade shows and conferences with the potential to travel. • Bachelor's degree or MBA preferred.
Manage incoming & outbound calls Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Proven customer support experience or experience as a client service representative Ability to multi-task, prioritize, and manage time effectively Strong phone contact handling skills and active listening Skills:- Should have Good Communication skill. Should have good knowledge of Excel. Should have good writing skills.
Delivering a comprehensive service to enquiring customers Possibly delegating certain customer enquiries to specific teams Managing a large number of incoming calls and emails Managing customers’ accounts Keeping a record of customer interaction and details of actions taken Communicating with internal teams to discuss sales targets Generating sales leads, building sustainable relationships where necessary Reporting back on results