LiftOff LLC Looking for Customer Support Specialist at Bengaluru, Karnataka, India Full Time

• Responding to customer queries in a timely and accurate way
• Identifying customer needs and helping customers use specific features of Thrively
• Analyzing and reporting customer success metrics

Job brief:

We are looking for a Customer Support Specialist to assist our customers and users when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through the features and functionalities of Thrively. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust and happiness.

You should also be familiar with help desk software like Zoho, FreshDesk, etc.

Responsibilities

• Working hours would be from 5.00 pm IST to 2.00 am IST.
• Respond to customer queries in a timely and accurate way
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about issues and useful discussions with customers
• Monitor customer complaints and reach out to provide assistance.
• Share feature requests and effective workarounds with team members
• Interact with the Engineering team to get technical issues resolved and to deeply understand the product and features.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share it with our Product, Sales, and Marketing teams.

Requirements

• Minimum 2 years of experience as a Customer Support Specialist or similar CS role.
• Familiarity with the Education industry is a plus
• Experience using help desk software such as Zoho, FreshDesk, and other Help Desk applications and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills.
• Multi-tasking abilities
• Patience when handling tough cases.