Lead Talent Acquisition at Zomentum
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Zomentum - Customer Support Role (2-6 yrs)
Zomentum enables IT channel partners to grow their business, add new customers, connect the dots, and spread their value. We provide an all-in-one solution with various product modules that enables them to do just that. In short, Zomentum creates growth momentum. Zomentum is funded by Accel and SAIF Partners.
We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients- trust. You should also be familiar with Zomentum software.
Responsibilities :
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Assist in training junior Customer Support Representatives
Requirements :
- Experience as a Customer Support Specialist or similar CS role for 3 to 5 years.
- Familiarity with SaaS industry is a plus
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
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