Customer Success Associate

Customer Success Associate (CS L1)

• Providing highquality customer services and support through various channels including calls chats and forums focusing on the customercentric approach and maintaining the Customer Happiness Rating (CHR)
  
• Develop a deep understanding of the product and its features.
  
• Understand customer needs and effectively communicate solutions. Also communicate the Customer requirement to the Senior Specialist as per the severity level.
  
• Proactively engage with customers to ensure their success with the product.
  
• Collaborate with crossfunctional teams to resolve customer issues promptly.
  
• Identify opportunities for upselling or crossselling additional products and services.
  
• Stay informed about product updates and new features to assist customers effectively.
  
• Escalating the more complex tickets to their senior department such as Customer Support Specialist (CS L2) Senior Specialist (CS L3) etc. per the severity of the issue.
  
• Be readily available to assist customers via Zoom calls and Phone Calls to address their questions or concerns
  
• Should be able to create articles for the knowledge base articles or videos to promote selfhelp for our customers.
  
• Suggest selling strategies or pricing variation as per competitors
  
• Should be able to provide demos to our potential customers and existing customers.
  
• Should Learn the retention strategies of our existing customers from his senior team members.
  
• Monitor and track key performance indicators (KPIs) related to customer support such as response time resolution time customer satisfaction and ticket volumes.
  
• Contribute to the creation of customer support documentation and knowledge base articles.
  

Requirements