Customer Support Representative II at Mangalore Full Time

We are seeking a highly motivated and passionate Customer Support Representative to join our team and contribute to the creation of Cloud Native applications for our global clients. In this role, your focus will be on building strong customer relationships, understanding their unique needs, and assisting them in achieving their goals. Your proactive guidance will help clients optimize the value they derive from our product and ensure their success.

To thrive as a Customer Support Representative, it is essential to have a deep understanding of various customer success strategies and a genuine interest in ensuring the satisfaction and success of our clients. Your natural curiosity and empathy towards digital products and customers will play a key role in delivering exceptional support and driving customer satisfaction.

Required Skills

• Strong customer-centric mindset with a passion for providing exceptional support and ensuring customer satisfaction.
• Excellent interpersonal and communication skills to effectively engage and interact with customers.
• Active listening skills to understand customer needs, challenges, and goals accurately.
• Comprehensive understanding of customer products and their functionalities to address customer inquiries and provide accurate information.
• Excellent verbal and written communication skills to articulate information clearly and effectively to both technical and non-technical customers.
• Proficiency in documenting customer requirements, inquiries, and resolutions for reference and knowledge sharing.
• Ability to build and maintain strong customer relationships, fostering trust and confidence in our support services.
• Empathy and patience to understand and address customer concerns and challenges effectively.
• Excellent organizational skills to manage multiple customer inquiries and requests simultaneously, ensuring timely follow-up and resolution.
• Ability to prioritize tasks based on urgency and impact, providing efficient and effective support to customers.
• Eagerness to continuously learn and enhance product knowledge, customer support skills, and industry best practices.

Role and Responsibilities

• Engage with customers to understand their product changes, goals, challenges, and knowledge requirements.
• Foster strong relationships with customers, acting as a trusted point of contact for their support needs.
• Proactively communicate and collaborate with customers to gather feedback and ensure their requirements are effectively conveyed to the Product Development Team.
• Conduct thorough and detailed discussions with customers to capture their product change requests and goals.
• Document customer requirements, ensuring clarity and accuracy for seamless communication with the Product Development Team.
• Maintain a comprehensive record of customer interactions, inquiries, and requests for future reference and knowledge sharing.
• Collaborate closely with the Product Management Team to ensure a clear understanding of customer needs and facilitate the delivery of appropriate solutions.
• Provide regular updates to customers on the progress and status of their requests, ensuring transparency and customer satisfaction.
• Provide training and guidance to customers on product changes, features, and best practices, enabling them to maximize the value of our offerings.
• Actively follow up with customers to ensure their issues are resolved satisfactorily and provide necessary guidance or updates throughout the process.
• Gather and analyze customer feedback, identifying trends, pain points, and improvement opportunities.
• Act as a customer advocate within the organization, voicing customer concerns, requirements, and suggestions to relevant teams.
• Collaborate with internal teams to implement necessary changes or enhancements based on customer feedback, aiming to improve customer satisfaction and product usability. 

Basic Qualifications

• Education: BE(IT or CS) or MCA/MTech.
• Basic object-oriented design and coding skills (Javascript/Java/Python).
• Problem-solving capability, excellent communication, and documentation skills.
• 0-1 years of software development experience developing high-quality, large-scale consumer applications.

Perks/Benefits

• Leverage sponsored certifications.
• Access to industry-best software development tools and practices.
• Exceptional mentorship.
• Accelerated Career Journey with Progression Visibility.
• Immense Learning Opportunities on Latest Technologies and Platforms.
• Competitive Pay and Comprehensive Rewards.
• Exposure to International Brands and Clients.
• On-Demand Salary.
• Health Insurance.
• Discounted Vouchers and Coupons.
• Annual Winter Shutdown.