AERHE DEVELOPMENT FEDERATION

Customer Support Executive

AERHE DEVELOPMENT FEDERATION

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Job Level

JuniorMid-Level

About the role

  • Responding to customer queries and resolving customer issues in a timely and accurate way, via live chat, email, or phone call.
  • Troubleshoot bugs faced by our clients.
  • Suggest ways to improve the process based on continued interactions with customers.
  • Follow up with customers to ensure their technical issues are resolved.
  • Keep records of customer interactions and feedback.
  • Ensure speedy resolution of issues while maintaining high customer satisfaction.
  • Partner cross-functionally with product, engineering, sales and marketing to stay up to date on the latest product developments.
  • Develop a deep understanding of the product in order to advise customers about the most relevant features/functionality for their specific business needs.
  • Collaborate with the technical team to resolve complex issues, escalating cases as necessary while keeping customers informed of progress.

Requirements

  • 1-2 years of work experience in a client-facing role (Preferably B2B SaaS).
  • 1-2 years of experience in customer facing Chat & Email support.
  • 1-2 years of experience using Help desk software or any other ticketing system.
  • Excellent written and verbal communication skills.
  • Ability to explain complex concepts through clear and accurate writing.
  • People skills and having the gift of the gab to handle tricky situations.
  • Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self-motivation.
  • Comfortable working in a 24x7 rotational shift environment.
Benefits
  • Responding to customer queries and resolving customer issues in a timely and accurate way, via live chat, email, or phone call.
  • Troubleshoot bugs faced by our clients.
  • Suggest ways to improve the process based on continued interactions with customers.
  • Follow up with customers to ensure their technical issues are resolved.
  • Keep records of customer interactions and feedback.
  • Ensure speedy resolution of issues while maintaining high customer satisfaction.
  • Partner cross-functionally with product, engineering, sales and marketing to stay up to date on the latest product developments.
  • Develop a deep understanding of the product in order to advise customers about the most relevant features/functionality for their specific business needs.
  • Collaborate with the technical team to resolve complex issues, escalating cases as necessary while keeping customers informed of progress.
  • An understanding of the 'Customer First' principle and committed to consistently delivering high-quality customer support.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supporttroubleshootingprocess improvementtechnical issue resolutionticketing systemB2B SaaSchat supportemail support
Soft skills
written communicationverbal communicationpeople skillsproblem-solvingself-motivationinitiativeindependencecustomer satisfaction