Customer Success Support Associate
Location
Chennai | India
Job description
Customer Success Support Associate - Chennai, India
GlobalEnglish is a global technology company that delivers products and services that remove the language and cultural barriers to give every global worker the ability to contribute and thrive in the connected 21st century economy. We blend the latest technology innovations with research on how adults effectively acquire language. Our cloud- based suite of products and services produces immediate productivity and performance gains through formal and informal learning and on- demand performance support. Headquartered in California s Bay Area, GlobalEnglish partners with more than 500 global corporations in 70 countries. At GlobalEnglish we believe success should be driven by ability and ambition, not bias or birthright. English has become the language of global business. Our purpose it to give a voice to global talent.
The Customer Success Support Associate (CSSA) works as a key player in a local and global team, by providing customer support and solving customer technical issues on the desktop or mobile devices. The CSSA will also be responsible for responding to technical and non- technical customer queries in their supported language(s).
Location: Chennai, India
Summary
The GlobalEnglish Customer Success Support Associate will play a critical role in the delivery of world- class client support. The CSSA will be assigned to help regional sales teams with operational needs of GlobalEnglish clients. This support is primarily in English language through written channels of communication. There will also be a small percentage of voice calls conducted in English. The success of the CSSA will be measured in terms of customer satisfaction and efficiency working with the larger GlobalEnglish team.
Job Description
Respond to request and queries from customers using GlobalEnglish products/ services in English while ensuring Customer Satisfaction. Manage and answer Internet- based inquiries from customers in via email, live- chat or phone if needed
Analyze problems regarding non- functioning software and recommend corrective action. Recommend solutions to customer s application questions.
Provide proactive and reactive customer service to ensure the customer is receiving adequate support from the company.
Develop strong working relationships with cross- functional teams across GlobalEnglish and coordinate with various departments within the company to ensure that customer needs are handled in a timely manner.
Develop and maintain technical expertise in all GlobalEnglish products/ services.
Research, document, and escalate cases according to procedure or protocols.
Champion customer driven feedback to functional areas in order to influence process/ product improvements.
Develop positive customer (internal and external) relations.
Coordinate with various departments within the company to ensure that customers needs are handled appropriately and in a timely manner. Develop strong working relationships with cross- functional teams across GlobalEnglish.
Actively participate in job related training.
Author or translate technical documents in different languages as needed on common issues and solutions in order to build the knowledge base.
Conduct Technical Tests for existing and prospective customers. Collaboration with Account Management team members to address account- level issues.
Assist with technical testing and issue resolution, such as those related to firewalls or media issues with Adobe Flash or our GlobalEnglish Products/ Services may also be necessary.
Conduct all customer interactions in a manner that presents GlobalEnglish in a positive light.
Assist in the translation, maintenance, and updating of technical documentation associated with the product line.
Must be able to troubleshoot software problems and provide quick and effective solutions to resolve issues. Qualifications
2 to 4 years of equivalent work experience in a fast- paced support environment.
Excellent verbal and writing communication skills (fluency) in English . Additionally, conversational knowledge of Italian is preferred. Written and spoken skills in any other language is a plus.
Excellent computer skills and familiarity with the Internet and SaaS business model.
Must have excellent soft skills and can- do attitude.
Must be a team player and open to working in a diverse cultural team while maintaining local cultural and policy requirements
Proficient with Windows Operating system, Microsoft Excel, Word, Power Point, and Outlook.
Should be familiar with multiple web browsers (IE, Firefox, Safari, Chrome) and operating platforms (Windows and Mac). Device support experience (phones, tablets) a plus.
Proven Technical aptitude. Experience or knowledge in software applications along with experience using the Internet and web- based solutions.
Working experience in any standard CRM tools, screen- sharing, effective communication, software quality assurance tools and collaboration tools.
Superior customer service skills with experience in handling difficult customer situations. Ability to manage multiple projects, set priorities, work independently with changing priorities, and perform under pressure.
Ability to work with sensitive and confidential material and possess excellent judgment. Ability to acquire and apply new technical knowledge quickly.
Strong Troubleshooting and analytical skills to be able to isolate technical issues for resolution or escalation.
Developing networking and protocol knowledge: SMTP, DNS, FTP, SSH, TCP/ IP, RMTP. Candidate should be ready to use a script or knowledge base article to explain these protocols along with a fundamental understanding of proxy servers and settings.
Strong organizational, time management and prioritization skills.
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