Job Description

Organizational Overview:

Yanolja Cloud Solution Pvt. Ltd. is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses. With more than 500+ Team members and 20+ years of experience, YCS currently has 40,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match. We have a Local team in 15+ countries, including India, Thailand, Indonesia, the Philippines, Sri Lanka, South Africa, Tanzania, Uganda, the USA, Mexico, and counting.

Profile Overview:

Well-suited for a SaaS-based customer support role requiring clear communication, customer empathy, and effective issue resolution across multiple support channels. Demonstrates the ability to follow support policies, document issues accurately, and maintain service quality in a structured, SLA-driven environment. Self-motivated team player with a focus on punctuality, collaboration, and consistent performance within a global 24/7 support setup.

Roles & Responsibilities

Handling Customer Support. Be able to understand the nature of client issues and resolve them in a timely and efficient manner. Responsible for resolving client issues via Live Chat, Email, Phone, and Remote software. Self-motivated and a team player. Maintain clear policies and procedures when working with clients and provide them with accurate and relevant information. Collaborate with team members on knowledge transfer, procedures, and standards. Maintain accurate records of daily communications and issues resolved.

Key Components for This Role

Customer Communication & Empathy:

Ability to clearly understand customer issues, respond professionally across chat, email, and calls, and ensure a positive customer experience.

Problem-Solving & Product Understanding:

Strong capability to identify root causes, troubleshoot efficiently, and resolve issues within defined SLAs using product and system knowledge.

Multi-Channel Support Handling:

Experience or readiness to manage Live Chat, Email, Phone, and Remote support simultaneously while maintaining service quality.

Process Adherence & Documentation:

Consistent follow-through on support policies, accurate logging of issues, and maintaining clear records for tracking and reporting.

Team Collaboration & Reliability:

Proven teamwork, punctuality, attendance discipline, and willingness to share knowledge to improve overall team performance.

Requirements

Strong verbal and written communication skills in English & Local language. Good computer knowledge. Self-motivated and a team player. Excellent attendance and punctuality. Excellent customer service skills. * Preferable language: English, Gujarati. (optional).