Summary role description:

Hiring for a Customer Support Analyst for a global PropTech / RealTech SaaS company

Company description:

Our client is a New York HQ fast-growing global PropTech / RealTech SaaS company that's modernizing property operations for large, global enterprises. Their AI-driven property operations platform assists real estate owners and operators gather difficult-to-access building data, optimizing performance, and controlling portfolio operations from one place. They offer O&M teams real-time visibility into their operations, to automate manual processes, exceed sustainability goals, and improve building performance. Their clientele includes leading enterprises in the commercial office, healthcare, and retail sectors that currently utilize the software across 40 million square feet globally, to lower operational expenses, increase net asset value, and de-risk operational liability. Their centre in Chennai, India supports their product development, implementation, sales, and marketing efforts.

Role details:

- Title / Designation: Customer Support Analyst

- Reporting Manager: Lead Customer Support Specialist

- Location: Chennai

- Work Mode: Hybrid (3 days office)

Role & responsibilities:

- Own complaints, requests, enquiries, and suggestions from customers and resolve them on time, engaging with accounts and internal teams (presales, onboarding, implementation, or product team).

- Identify repetitive cases and mitigate root causes for the issues identified.

- Work closely with product teams to enable product enhancement.

- Create document or workflows for the frequently asked questions by customers.

- Create workarounds procedures, where required.

Candidate requirements:

- Overall, 2-4 years of which 2+ years' experience in providing L2 support for B2B SaaS product companies, preferably for a Technical Support or Product Support functions.

- Basic knowledge of Javascript and application testing experience is highly preferred.

- Must have worked for enterprise/ large product.

- Experience in ticketing tools.

- Own accounts, regions and build their own team.

- Experience working on one or more CRM platforms and implementing end to end use cases for customers.

- Range of soft skills and attributes including excellent verbal and written communication skills, career ambition/ aspiration, self-drive, high energy, and collaborative spirit.

- Interest to work in a fast-paced, start-up environment.

Selection process:

- Discussion with CTO

- Case study

- Discussion with Co - founder

- HR discussion

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