Customer Success Associate

Location- Thane

Shift Timings- Rotational

Someone senior and experienced who can independently manage customer support during the required hours, while also bringing additional value through problem-solving, QA, technical documentation, and process improvement.

Role profile

• Experienced, senior-level Customer Support professional.
• Able to work independently with minimal supervision.
• Strong problem-solving skills and a proactive approach to customer support.
• Comfortable taking ownership of issues and driving them through to resolution.

Additional skills

• Experience with QA/testing, particularly testing customer-facing software fixes.
• Experience creating, maintaining, or updating a knowledge base or technical documentation.
• Ability to work closely with Development to perform QA on customer-facing bug fixes.
• Ability to identify opportunities to improve support processes and move the function from reactive to proactive support.

Key objectives of the role

• Improve the quality and value of support provided to customers.
• Improve turnaround times for software bugs and customer issues.
• Strengthen and maintain the Support Desk knowledge base.
• Provide an additional QA capability for customer-facing fixes.
• Help improve support processes across the business.