Customer Support Specialist
Ahmedabad, India

Job Brief

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our customers’ trust.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

What will I be doing? 🤔

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives

What skills do I need? 📖

  • Excellent communication & writing skills
  • Great problem solving abilities
  • Patience when handling tough cases
  • A genuine enjoyment of technology
  • An understanding of internet culture
  • The ability to rapidly switch gears while retaining focus on the bigger picture
  • Passion for talking to customers all day, every day
  • The ability to explain complex topics in easy to understand and concise language [English]
  • Ambition, eagerness and the will to learn and improve upon your own skills

Bonus skills & attributes 🙌

  • Priority to those who are ready to work during US hours
  • Experience using help desk software and remote support tools
  • Previous experience in a troubleshooting environment

Why work with us 🚀

  • Opportunity to work with customers across the globe
  • Excellent growth opportunity and open culture to promote Merit
  • Lucrative Salary
  • Training to enhance your skills
  • Rewards and Recognition
  • Be a part of learning culture

What happens when I apply? 🤓

First, apply so we can review your CV 🙂 As the next step you will be invited for a telephonic interview with Hiring Manager. The following step will be a take-home test to work on in your own time. The final step is an onsite interview at our Ahmedabad Office.