Job Description

Who are we? Whatfix is the #1 Digital Adoption Platform (DAP) for Enterprises. We empower anyone, anywhere to have successful experiences with the technology they use every day, achieving greater knowledge, capability, and productivity for themselves and their organizations. The company has five offices globally in the US, India, UK, and Australia, and works with Fortune 500 companies around the world. Whatfix has raised $140 million to date and is backed by marquee investors including Softbank, Sequoia, Dragoneer, and Cisco Investments. \xe2\x80\x9cHustle Mode ON\xe2\x80\x9d is the motto we live by.

• Whatfix has been named among the top 20 B2B tech companies alongside the likes of Adobe, PayPal, and Cisco.
• With YoY revenue growth of over 300%, we have also been recognized among the top 20 fastest-growing SaaS companies worldwide in the SaaS 1000 list.
• Recognized by Gartner as a \'Global Market Leader\' in the digital adoption space, and listed by LinkedIn among one of the Top 5 startups in India in 2020
• Listed #143 fastest-growing company in North America 2021 as per Deloitte Technology Fast 500\xe2\x84\xa2 and recognized as Great Place to Work 2021-2022
• Our Customer centricity is evident from a Customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights

This is what our investors have to say - SoftBank || Sequoia || Cisco || Eight Roads Our fast-growing Customer Support team (India, US, UK, Australia & Germany) of 20+ members is looking forward to onboard passionate technology enthusiasts to work with Whatfix customers in identifying, resolving, and preventing product issues while using Whatfix. As a Customer Support Specialist professional, your primary goal is to work with Whatfix customers in identifying, resolving, and preventing product issues while using Whatfix. What will you get to do?

• Responsible for providing L1/L2 technical enablement to Whatfix customers/partners for any product issues
• Ensure that the customer issues are managed within target Service Level Agreements (SLA) and all the incoming technical and product inquiries are responded to, in a timely, professional and effective manner.
• Participate in solution development and publications for the Whatfix knowledge base resources
• Report common user issues, suggest product improvements and convey important product feedback
• Formulate action plans (technical and operational) for analyzing and resolving reported product issues
• Stay updated on all product features- current, new & in the pipeline. Work closely with the Product

Our Ideal Candidate:

• Comes with 2 to 6 years of Technical & Customer-Facing experience, preferably in a System Engineer, Technical Support, or Product Support role
• Preferably someone from Engineering / MCA background
• Possesses thorough knowledge of Javascript, CSS & HTML
• Gets a thrill in solving everyday problems.
• That zeal to not let go of a customer without a solution.
• Demonstrates impeccable communication and interpersonal skills, and the confidence to work directly with senior executives from large enterprise companies
• Flexible to align with customers from the North American (9 PM to 6 AM), European (1 to 10 PM), or A&Z (6 AM to 3 PM) time zones, on a rotational basis

Perks & Benefits (India)

• Best-in-class medical insurance coverage
• Free lunch & dinner buffet
• Doorstep cab drop facility
• Education sponsorship
• Internal job transfer & global mobility programs
• Scope to represent Whatfix at global events
• We also provide uncapped incentives, bonus plans and opportunities to employees (especially those in GTM teams) to travel to meet our global customers

Please Note:

• We strive to live and breathe our Cultural Principles and encourage employees to demonstrate some of these core values like - Customer First; Empathy; Transparency; Fail Fast & Scale Fast; No Hierarchies for Communication; Deep Dive & Innovate; Trust, Do it as you own it;
• We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status.