IT Specialist, Zoho Expert
GoGlobal
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇽 Mexico
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as the first point of contact for customer inquiries regarding Zoho Expense and Zoho People, addressing technical issues, account inquiries, and feature explanations.
- Provide detailed, empathetic, and responsive support to users through various channels (email and support tickets), ensuring timely resolution of issues.
- Maintain a high level of customer satisfaction by resolving concerns efficiently and professionally.
- Develop a thorough understanding of Zoho Expense and Zoho People functionalities, including expense reporting, approval workflows, time tracking, and HR management features.
- Assist customers in troubleshooting complex issues, guiding them through application functionalities, and recommending best practices to enhance their experience.
- Conduct system diagnostics and escalate issues to the technical support team when necessary, ensuring follow-up and resolution.
- Create and update user guides, FAQs, and other instructional materials to help customers navigate the applications effectively.
- Facilitate training sessions and webinars for clients to improve their understanding of Zoho applications, covering new features and updates.
- Collaborate with the training team to develop comprehensive training programs tailored to customer needs.
- Collect and analyse customer feedback to identify trends and areas for improvement in the applications and support processes.
- Partner with product management to relay customer insights, helping to inform future product enhancements and feature developments.
- Actively participate in product testing and user acceptance testing (UAT) for new features and updates.
- Work cross-functionally with Account Managers, product, and marketing teams to ensure alignment on customer needs and experiences.
- Assist in onboarding new customers, ensuring they are set up for success with Zoho Expense and Zoho People.
- Participate in team meetings to share knowledge, discuss challenges, and collaborate on solutions to enhance the overall customer experience.
Requirements
- Bachelor’s degree in Business Administration, Information Technology, Human Resources, or a related field is preferred.
- At least 2 years of experience in customer support or a related field, preferably in a software or technology environment.
- Demonstrated experience and proficiency with Zoho Expense and Zoho People applications are required.
- Strong analytical and problem-solving abilities with a focus on customer service and satisfaction.
- Excellent verbal and written communication skills; ability to explain complex concepts clearly and concisely.
- Proficient in using support ticketing systems and CRM tools.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong interpersonal skills with a friendly and approachable demeanour.
- Highly organized with the ability to manage multiple tasks and priorities effectively.
- Self-motivated and adaptable, with a willingness to learn and grow in a fast paced environment.
- Passionate about helping customers succeed and enhancing their experience with technology.
- The successful candidate will be in charge of supporting LATAM regions.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Zoho ExpenseZoho Peoplecustomer supporttroubleshootingsystem diagnosticsuser acceptance testinganalytical skillsproblem-solvingtraining facilitationfeature explanation
Soft skills
customer servicecommunication skillsinterpersonal skillsorganizational skillsself-motivatedadaptabilityempathycollaborationtime managementpassion for customer success
Certifications
Bachelor’s degree in Business AdministrationBachelor’s degree in Information TechnologyBachelor’s degree in Human Resources