As the driving force behind CEIPAL's Customer Experience, you would have to apply both conventional & unconventional methods to steer and successfully establish CEIPAL's thought leadership across geographies, in the best, most creative & fastest way possible.

Responsibilities :

- Providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for our platform support

- Understanding our platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.

- Acting as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision.

- Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.

- This includes being the last point of escalation within the customer support department and mentoring junior team members in the various technologies.

- Adopting a pro-active approach of - Customer First- to minimize Churn amongst Customer accounts

Must Haves :

- Strong presentation and communication skills (verbal, written, and active listening).

- Patience, Ownership and Customer-centricity to provide immaculate experience to our users

- Team player

- Must be ready to work in US timings (This is a - must have- as the hiring requirement is for the US geography)

- Prior experience in SaaS or B2B support is preferred.

- We plan to keep our employees happy, some of the perks:

- High Impact work - You are the face of Ceipal to our Customers

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