Job Description

Customer Support Associate


Location: Hyderabad

Timings: 10.30 PM to 6.30 AM(IST)

Experience: 1-2 years


The Customer Support Associate is a hands-on, technical part of the Customer Support team for a junior or entry-level candidate.


You'll work closely with the Customer Success Managers to drive resolution of all support issues and ensure customer satisfaction. You'll learn the Openprise platform and advance your customer-facing and technical skills. This is an opportunity to wear different hats and play different roles, learn your strengths, and have a real impact on the growth of the company and the organization.


Responsibilities:

Become an Openprise platform and data management expert Work interactively with the rest of the US and India-based Support team to problem-solve, develop new best practices, and improve platform adoption by customers Drive support requests to resolution by tracking progress and communicating both internally and with customers Provide feedback to the Customer Success and Product teams through identifying and reporting trends in common customer issues and key difficulties that users are experiencing

Requirements:

Outstanding writing and verbal communication skills Excellent project and time management skills Interest in learning a software platform, including technical details and use cases Problem-solving and technical acuity to investigate issues and find solutions Self-driven, motivated, and enthusiastic Document troubleshooting steps while updating existing documentation Able to work fully remote with ability for video conferencing Must be able to work early morning hours (IST) - 22:30 pm to 6:30 am (with a change of 1 hour during US Daylight Savings time) Bachelor's degree, or commensurate experience

Pluses:

1-2 years of SaaS support experience or working with technology platforms Familiarity with platforms such as Zendesk or Jira for tracking customer issues Experience in a customer-facing role Evening to morning work experience



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