Customer Support Associate

Job description

Role & responsibilities

• Develop deep knowledge of the ZIGRAM applications and solutions
• Be well versed in the intricacies of the applications to understand default logics and behaviors.
• Accurately discerning between bugs and defects that impair client workflows versus areas of improvements that enhance client usage.
• Occasionally participate in user testing sessions to evaluate the quality and suitability of new features for clients.
• Client Support and Troubleshooting:
• Engage with clients to effectively resolve user issues & technical issues.
• Use interpersonal and communication skills to guide clients through pertinent questioning to successfully comprehend the issue at hand and see to its resolution promptly.
• Answer how-to questions and provide personalized solutions to assist clients with navigating through the various features on ZIGRAM applications.
• Collaborate internally with fellow Associates to prioritize and/or escalate support cases and occasionally conduct knowledge sharing sessions for the team.
• Show composure, resilience, and adaptability as client needs evolve and case volume changes.
• Participate in ad-hoc special projects within the department to contribute to the Help Center, our self-serving knowledge base for clients.
• Product Collaboration
• Active member of the Client Support Team
• Proactively identify opportunities to develop solutions that help the team achieve common goals.
• Participate in maintaining an internal self-serving knowledge base with updated training processes, workflows, and/or documentation.
• Collaborate with internal teams such as sales team, other operations teams, and management as a point of contact for client support.

Preferred candidate profile

• 2-4 years as a B2B SaaS product support executive / Support executive with a Fintech company/ Payment aggregator.
• Understanding of the Fintech/ Regulatory compliance products and solutions is a plus
• Experience using CRM tools i.e., ZOHO desk or any other ticketing application
• Solutions-oriented and strive to refine your skills everyday.
• Display diplomacy, tact, and poise under pressure when working through client issues.
• Have a talent for building rapport, managing expectations, and diffusing tense situations with ease.
• Organizational and prioritization skills with attention to detail
• Ability to prioritize different projects and stay on schedule
• Proficient with the Microsoft Office Suite
• Ability to listen, empathize and resolution mindset