Customer Experience Analyst

Job description:

As an Analyst in our team, you'll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations.

Work you'll do as a Senior Executive (Analyst):

• This role focuses on delivering effective customer support across multiple channels while ensuring complete case ownership, product guidance, and opportunity identification.
• Specialists independently manage customer issues, ensure accurate documentation, and contribute to overall product adoption and customer satisfaction.
• Handle customer interactions via voice, chat, and email.
• This will be a night shift role.
• Support customers with product troubleshooting, workflow navigation, installation, and "how to" queries.
• Diagnose and resolve moderate complexity issues.
• Maintain end-to-end ownership of customer cases.
• Ensure detailed and accurate documentation for every case.
• Identify opportunities for feature adoption and product upgrades.
• Support serve-to-sell actions or pass high-intent leads to sales teams.
• Ensure adherence to QA, documentation, and process standards.
• Handle customer queries independently with minimal supervision.
• Deliver strong performance on KPIs (quality, CSAT, productivity).
• Actively identify customer needs and enable sales opportunities.
• Maintain high-quality and compliant case documentation.

Required Qualifications:

• Bachelor's degree (Commerce or Finance preferred).
• 1-3 years of experience in product support, SaaS, or customer support roles.
• Must have troubleshooting experience.
• Handled international voice processes.
• Strong product troubleshooting capability.
• Basic to intermediate accounting knowledge.
• CRM proficiency.
• Multi-channel handling capability.

Good to have:

• Experience in finance or accounting processes like claims, billing, AP, AR, etc.
• Versant B2+ to C1 preferred.