Job Description
Customer Support Associate
Location: Hyderabad
Timings: 10.30 PM to 6.30 AM(IST)
Experience: 1-2 years
The Customer Support Associate is a hands-on, technical part of the Customer Support team for a junior or entry-level candidate.
You’ll work closely with the Customer Success Managers to drive resolution of all support issues and ensure customer satisfaction. You’ll learn the Openprise platform and advance your customer-facing and technical skills. This is an opportunity to wear different hats and play different roles, learn your strengths, and have a real impact on the growth of the company and the organization.
Responsibilities:
- Become an Openprise platform and data management expert
- Work interactively with the rest of the US and India-based Support team to problem-solve, develop new best practices, and improve platform adoption by customers
- Drive support requests to resolution by tracking progress and communicating both internally and with customers
- Provide feedback to the Customer Success and Product teams through identifying and reporting trends in common customer issues and key difficulties that users are experiencing
Requirements:
- Outstanding writing and verbal communication skills
- Excellent project and time management skills
- Interest in learning a software platform, including technical details and use cases
- Problem-solving and technical acuity to investigate issues and find solutions
- Self-driven, motivated, and enthusiastic
- Document troubleshooting steps while updating existing documentation
- Able to work fully remote with ability for video conferencing
- Must be able to work early morning hours (IST) - 22:30 pm to 6:30 am (with a change of 1 hour during US Daylight Savings time)
- Bachelor’s degree, or commensurate experience
Pluses:
- 1-2 years of SaaS support experience or working with technology platforms
- Familiarity with platforms such as Zendesk or Jira for tracking customer issues
- Experience in a customer-facing role
- Evening to morning work experience
