Role Overview:
When it’s about Customer Success, we hold ourselves to a high standard. In fact, one of our company values is to create a WoW experience for our customers and we are constantly measuring ourselves on it. The goal of our Customer Success team is to Delight (not just satisfy) our customers as often and creatively as possible.
To delight our customers, we need to keep getting better everyday - that's where you come in!.
We are looking for a product support guru who thrives on providing support through many different communication channels. You’re a great match if you are empathetic about customers’ technical inquiries and willing to dive deep into the product to troubleshoot and resolve customers’ inquiries
Responsibilities : You will
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Be the initial point of contact for our customers in resolving technical and application related inquiries.
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You will understand their inquiries and then “Delight” them with fast, complete and accurate solutions.
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Provide Technical Support through many different channels: email, phone, live chat, and forums.
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“Own” customers’ technical/product issues from initial report to resolution. You will constantly communicate with our customers providing regular updates to the customers on the progress made until you see through resolution.
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Constantly “Collaborate” with Customers, Engineering, Product Mgmt teams to effectively manage customer inquiries and escalate priority issues when necessary.
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Become a Pipemonk “Product Expert” so you can speak and teach intelligently on the value and usage of each part of the Pipemonk system. Also deeply understand every business app that we integrate (for e.g., Shopify, QuickBooks etc).
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Deliver best practices to customers to help improve their overall automation across various cloud apps and be part of their success story
Required Skills : Ideal Candidate will
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Have excellent customer service skills – the ability to carefully listen, be empathetic, accurate, responsive with a strong sense of urgency
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Have 3-4 years of Technical Support experience (providing support via email, live chat, and/or phone)
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Have desire to dive deep into the product ; learn it inside out ; and teach the product
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Have excellent skills in requirement gathering, troubleshooting, and problem solving
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Be flexible with work hours (between EU and US hours)
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Have Excellent organisational, written and oral communication skills
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Have Basic understanding of web-based software ; UNIX ; HTML, XML, JSON
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