Provide Customer Support and deliver daily/ monthly performance, through call, email and chat.
Deliver performance goals in-line with business requirements and manage daily activities of customer success team in India.
Handle hierarchical software technical escalations of customers and drive them to successful resolution with inter-intra function technology teams.
Report, analyze and resolve system, customer and operational issues that impact service quality.
Ensure SLA for Initial Response and Timely resolution of Technical issues through OTRS.
Provide customers with outstanding customer experience and customer delight.
Collaborate with sales, professional services and engineering teams as needed on technical calls related to the product performance.
Establish knowledge base and process documentation as per business requirements.
3+ Year experience in Customer Support/ Account Management in reputed e-Commerce/ Software Product Development Company.
Excellent Communications and presentation skills with ability to consolidate and analyze data, coordinate with Engineering Team and Clients.
Aggressive, self-driven and result oriented with team management and ability to interact across levels to establish effective relationship.
Excellent English communication and emailing skills.