Customer Support Specialist

Location: Noida, UP, India

Department: Marketing

Type: Full Time

Min. Experience: Mid Level

Exzeo is a software development company mainly specialized in software product development and software consulting. We are part of HCI Group (NYSE: HCI) - a multinational conglomerate based at Tampa, FL, USA. Our state of the art development centre is located in Noida, India and headquartered in Tampa. Exzeo is a cool, vibrant company. We value people and thrive to build a community with a good culture and passion for software design rather than a team.

 

For further information, y ou can visit our web site: http://www.exzeo.com/

Also, you can go through our official social media pages:

   https://www.facebook.com/exzeo.india/

    http://bit.ly/2g9GlhJ

    http://bit.ly/2g6OAMi


JOB ROLE - Customer Support Specialist

As a Customer Success Team member, you will be working with customers and the team. You will be responsible for onboarding and providing customer support and exceptional customer service. The job requires an intimate knowledge of the product features and capabilities and the capacity to effectively train new customers and to troubleshoot problems. You will also be responsible for analysing churn and usage data and developing best practices for our customers.

 

Responsibilities:

  • Deliver the highest standards of services to the customers.
  • Ensure customer enquiries are dealt within the service standards and personally deal with more complex enquirers.
  • Actively identifies to overcome objections to ensure customer satisfaction and seeks solutions through logical reasoning.
  • Keep records of customer interactions, enquiries and concerns
  • Provide timely feedback to the company regarding service issues, or customer concerns
  • Handle complaints, provide appropriate solutions within time limits and follow up to ensure resolution
  • Increase Customer Satisfaction and minimize Churn, by Emails and Calls to resolve challenges they are facing with respect to our product, also sharing inputs to use the product.
  • Deliver a proactive Customer Contact Strategy to prevent Cancellation also help product team in development and revenue growth by providing relevant product feedback on a regular basis.
  • To act customers advocate and maintain close and cordial relationship with the customer and help them in renewing their contracts every year.

Qualifications:

  • 2+ years of experience leading customer success teams, preferably with technology/ SaaS company
  • Flair for customer coordination and support servicing.
  • Familiar with customer support tools and structured way of working based on KPIs
  • Good command over communication.
  • Must be customer centric and have the ability to adapt / respond to different characters
  • Bachelor's Degree in Computer Science preferred
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