Customer Support Job in Bangalore at NeoDove

NeoDove is hiring for the role of Customer Support!

Responsibilities of the Candidate:

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues in using NeoDove Products.
• Help in keeping customers extremely satisfied and thereby contributing to customer retention.
• Ask customers targeted questions to quickly understand the root of the problem.
• Resolving all customer issues in a time-bound manner. Comply with the SLA for issue resolution.
• Onboarding new customers: Providing Admin and User training etc. (over the web).
• Talk clients through a series of actions, either via phone, email chat, or google meet until they’ve solved a technical issue.
• Work closely with customer success and technical teams to enhance the quality of existing products.
• Manage and monitor customers’ expectations.
•  Present your analysis and recommendations to the client and provide diligent support to answer any questions they could have regarding NeoDove.

Requirements:

• BCA and B.tech degrees or equivalent work experience in the software industry.
• 1 year of strong customer delivery experience, managing projects related to business software such as ERP, CRM, SAAS applications, etc.
• Customer support experience – supporting web-based software platforms SaaS.
• Excellent product and process knowledge.
• Proven ability to troubleshoot software, understand customer requirements & workflow, and resolve more advanced issues working within escalation procedures.
• Fair knowledge of webhooks and how communication between two services works.
• Operational support experience – the ability to capture the user environment during troubleshooting & work towards speedy and accurate resolutions for client issues.
• Excellent problem-solving, strong written & verbal communication and documentation skills.
• Obsessed with customer support and delighting the customers.