Senior Customer Support Executive

Overview

MCO provides compliance management software that enables companies around the world to reduce their risk of misconduct. Our powerful platform lets compliance professionals demonstrate they are proactively managing the regulated activities of employees, third-party vendors, and other agents of the firm. Available as a unified suite or \xc3\xa0 la carte, our easy-to-use and extensible solutions get clients up and running quickly and cost-efficiently. We have built our passion and proficiency for complianceautomation intoevery product, empowering clients of all sizes to maximize technology to minimize conduct risk.

What\xe2\x80\x99s in It for You?

You will be part of a rapidly growing SaaS-based software company. Since MCO is a relatively small f irm, you will have the opportunity to make a significant impact on the success of our clients and our company, as well as the opportunity for advancement as we grow. This role will be based in our Hyderabad office. Unless we are meeting with clients, the dress code is professional casual. We work in a very f friendlyand respectful work environment, have zero tolerance for office politics, and we play to win! If this sounds like a place you would like to work, then let us know if you have the following skills and experience.

Description of Role

The senior Customer Support Executive will be responsible for initially and continuously learning the MCO software suite of modules, including how they function and how they apply to our clients\xe2\x80\x99 business. The role will include responding to our clients\xe2\x80\x99 inquiries, logging and resolving their issues, and providing an exceptional customer experience along the way. In addition, you would be responsible for assisting other Customer Support team members in continuously improving the Customer Support function for the ultimate benefit of our clients.

Duties and Responsibilities

• Work US-based business hours Monday through Friday. Multiple shifts are available from 800am to 900pm US Eastern Standard Time (e.g., 8am-5pm, 12pm-9pm, etc.).
• Learn, and keep proactively up to date with, the MyComplianceOffice product and all releases.
• Respond to customer inquiries in an engaged, professional, and timely manner through various contact channels both verbally and in writing.
• Communicate professionally with customers and ensure customers\xe2\x80\x99 expectations are managed effectively.
• Resolve f first level support issues with superb attention to detail.
• Log all customer service issues and resolutions in a timely manner.
• Log all technical issues with the development team and manage these issues to resolution.
• Take part in the creation, active review, and improvement of Customer Support policies and procedures to constantly improve and evolve our service while focusing on the customer experience.
• Take part in the creation, active review, and improvement of Customer Support documentation including items such as FAQs, help articles, training/self-help videos, support documentation, etc.
• Manage team members effectively (for the team lead role only)

Skills and Experience Required

• Great attitude with proven experience in supporting business-to-business (B2B) software (e.g., working on a software helpdesk).
• Excellent organizational, communication, and time management skills.
• Proven ability to learn software products and efficiently resolve issues related to that software.
• Excellent English written and spoken communication skills.
• Proven active listening skills to clearly understand client issues.
• Proven ability as a creative problem solver to successfully resolve client issues.
• Attention to detail and quality.
• Proven experience working with other departments within a software company (e.g., technical operations, product, development, implementation, etc.).
• Team player with proven ability to contribute positively to an open and collaborative environment.
• Experience with using Zendesk, Jira, or other similar ticket/issue management tools.
• Ability to effectively utilize the MS Office suite of software such as MS Word, MS Excel, and MS Outlook.
• Higher Education degree required (may consider non-degreed candidates with significant software support experience); degree in a business, science, engineering, technical or IT related field is preferred.
• Experience managing 3 or more team members in a team lead or manager capacity (for the team lead role only)
• Minimum of 8 years of total professional experience.
• Minimum of 5 years of experience related to enterprise B2B software support.
• Minimum of 3 years of experience in the Financial Services industry related to investment management.
• Technical support experience is desirable, will be an advantage but not required.
• Experience in a SaaS environment is desirable, will be an advantage but not required.
• Compliance experience, especially related to investment management, will be an advantage but not required.

Location India
Department Customer Experience - Support
Job Title Senior Customer Support Executive
Experience 8 to 12
City Hyderabad
Country India