Product Support Associate

Location

Hyderabad | India

Job description

We provide Software-As-A-Service for business communication to small businesses worldwide. Over 1,800,000 companies in 239 countries use Sonetel. We focus on quality, business functionality, automation and simplicity.

The job involves working in a challenging start-up environment requiring a fast paced, flexible and adaptive approach towards methods, processes and techniques used in customer support and sales. Interact with customers globally in more than 200 countries on a day-to-day basis. Solve basic technical problems. Engage with customers to drive sales.

Requirements

As a Product Support Associate at Sonetel's Global Customer Service team, you would:

• Guide/ inform customers on how to use our product and services
• Resolve customer questions and complaints
• Communicate problem fixes and updates
• Document all customer communication on email/ voice/ chat and progress status in our customer relationship management system
• Escalate problems to appropriate channels and follow up on resolutions
• Increase customer satisfaction and build loyalty by providing amazing, personalized customer support
• Identify potential gaps and problems in customer experience, feed customer inputs and suggestions for product and service improvements to relevant teams
• Help internally by sharing knowledge, contributing to blog posts, experimenting with new innovations, and discussing best practices.
  
  
  
  
  
  

You should be someone who:

• Believes in creating long-term relationships with customers, using their questions as opportunities
• Likes analysing problems logically and thoroughly
• Are a Graduate/ Post-graduate, with 1 year of experience in online Customer Support in an International Voice Process / Chat Process
• Has very good and accent-neutral communication skills in English
• Has customer-centric skills like sensitivity, empathy and problem-solving to be happy and keep customers happy
• Is a good team player with high integrity and a strong work ethic
• Enjoys working in a dynamic, fast-paced start-up environment under minimal supervision, learning quickly, adapting well to change, and delivering quick results
• Is open to a flexible schedule (night, weekend & holiday shift schedules)
• Has a basic understanding and of what is internet, browser, and internet calls. For example, you know and understand the terms HTML, browser, cache & cookies, internet calls, chat widget etc. (Good to have)

Benefits

Work from anywhere, incentives with no upper cap, allowances, best-in-the industry health benefits, 30 paid leaves credited on pro-rata and many other benefits.

Job tags

Salary