Senior Client Success / Technical Support Specialist-ID372
Work From Home Job @TalentSathi – Simplifying the Recruitment posted 6 days ago in Client Servicing Email JobJob Detail
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Experience 3 Year
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Industry Software Company
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Qualifications Bachelor
Job Description
Role Overview: We are seeking a dedicated and proactive individual to be the founding member of our Technical Support and Client Success team. This role is pivotal in ensuring our clients receive top-notch support and guidance, helping them make the most of our software. The ideal candidate will be responsible for managing client tickets, emails, and calls, creating helpful articles, troubleshooting client issues, and leading and managing the technical support team.
Apply: Please send us your resume at [email protected], we will fast-track the application process.
Key Responsibilities:
- Respond to client tickets and emails promptly and professionally.
- Handle low to mid-level client calls, providing solutions and support.
- Troubleshoot client issues and provide clear, step-by-step solutions.
- Escalate complex issues to higher-level support when necessary.
Client Success:
- Proactively engage with clients to ensure they are utilizing our software effectively.
- Conduct regular check-ins with clients to address any concerns or questions.
- Provide training sessions and webinars to help clients maximize the use of our features.
- Knowledge Base Management:
- Create and update support articles, FAQs, and troubleshooting guides.
- Ensure all documentation is clear, comprehensive, and up-to-date.
- Monitor client feedback to continuously improve support resources.
Team Leadership:
- Lead and manage a team of technical support specialists.
- Provide guidance, mentorship, and performance feedback to team members.
- Conduct regular team meetings and training sessions to ensure high performance.
Performance Management:
- Set and monitor KPIs, SLAs, and targets for the support team.
- Use tools like Intercom to manage customer interactions and track performance metrics.
- Analyze support data to identify trends and areas for improvement.
Collaboration:
- Work closely with the development team to understand new features and updates.
- Communicate client feedback and suggestions to the product team.
- Assist in testing new features and providing feedback from a client perspective.
Qualifications:
Education: Bachelor’s degree in a relevant field or equivalent experience.
Experience:
- At least 3-5 years of experience in technical support or client success roles.
- Experience in leading and managing a team.
- Experience with KPI, SLA, and target setting and monitoring.
- Experience with Intercom or similar customer support tools.
- Experience in the property management or real estate industry is a plus.
Skills:
- Strong problem-solving abilities and technical aptitude.
- Excellent written and verbal communication skills.
- Ability to explain complex technical concepts in simple terms.
- Proficiency with customer support software and ticketing systems.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
Apply: Please send us your resume at [email protected], we will fast-track the application process.
Required skills
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