**What You’ll Be Doing:**
– Become a product expert, serving as the primary resource for insights on how our product operates.
– Deliver top-notch support through phone, email, and chat, assisting customers in troubleshooting and solving any issues they encounter.
– Recognize and suggest process enhancements to ensure the highest level of customer satisfaction.
– Collaborate with our engineering team to identify and resolve bugs before they affect our customers.
– Share proactive feedback with our product team regarding potential improvements.
– Work alongside the implementation and customer success teams to offer product-related support.
– Adhere to established procedures for timely escalation of unresolved issues to the right internal teams.
– Educate and empower all internal users with product knowledge, reducing their dependency on support.
– Conduct product training sessions and demonstrations for both internal and external customers.
**Who You Are:**
– 3-5 years of hands-on support experience with global customers in the product support field is preferred.
– Bachelor’s degree; knowledge of logistics is a plus.
– Fluent in English with excellent listening, verbal, and written communication skills; proficiency in another language is a bonus.
– Capable of extracting, analyzing, and reporting on data; familiarity with database tables and SQL is important.
– Intermediate to advanced skills in Excel are required.
– Experience with Salesforce or other ticketing systems is preferred.
– Solid technical knowledge—including familiarity with cloud software and developer tools—and a keen willingness to learn new skills.
– Preferably knowledgeable about web services and APIs.
– Awareness of common data formats such as JSON and XML is desirable.
– Available to work night shifts and/or weekends as needed.
– Proven ability to organize and create structure from ambiguous situations.
– Skilled in troubleshooting complex issues and finding effective resolutions.
– Strong critical thinking skills with a knack for developing creative solutions.
– Detail-oriented with a strong focus on quality.
– Customer-first mindset, demonstrating empathy and excellent follow-up skills.
– Exceptional time management and organizational abilities, with a keen attention to detail.
– A team player who supports fellow specialists, collaborates effectively, shares knowledge, and steps in to assist when needed.
– Demonstrated adaptability to a fast-paced and ever-changing technical environment.
– A self-starter who actively seeks out challenges.
– Flexible and open to change.
Benefits
- Medical benefits start on first day of employment
- 36 PTO days( Sick, Casual and Earned) , 5 recharge days, 2 volunteer days
- Home Office setups and Technology reimbursement
- Lifestyle & Family benefits
- Annual Swags/ Festive Swags
- Ongoing learning & development opportunities ( Professional development program, Toast Master club etc.