IMocha - Customer Support Specialist (2-5 Yrs) Pune (After-Sales/Customer Service)

Position Overview : We are looking for a Customer Support Specialist who is passionate about delivering exceptional customer service and thrives in a fast-paced SaaS environment. As a Senior Customer Support Specialist, you will be responsible for handling complex support queries, mentoring junior team members, and collaborating with cross-functional teams to ensure customer satisfaction and success. Key Responsibilities : - Advanced Customer Support: Handle escalated and complex support issues via email, chat, and phone, providing timely and effective resolutions.
-Mentoring and Training: Guide and mentor junior support team members, sharing best practices and assisting with challenging cases.
-Ticket Management: Utilize our support tool to prioritize and manage tickets effectively, ensuring prompt follow-up and resolution.
-Collaboration with Teams: Work closely with Product, Engineering, and Customer Success teams to troubleshoot issues and provide valuable feedback for product improvements.
-Documentation: Create and update knowledge base articles, FAQs, and support documentation to assist customers and enhance self-service resources.
-Customer Feedback: Collect and analyze customer feedback, identifying trends and areas for improvement to enhance the customer experience.
-Performance Metrics: Monitor support KPIs, such as response time and customer satisfaction scores, and work proactively to achieve targets. Key Skills and Qualifications : - Bachelor s degree or equivalent experience in Customer Support, Customer Success, or a related field.
-4 years of experience in a customer support role, preferably in a SaaS environment.
-Technical Skills: Proficiency in Excel (pivot tables, VLOOKUP, data analysis), SQL (basic queries and data manipulation), and data reporting.
-Strong problem-solving and analytical skills with the ability to troubleshoot complex issues using data.
-Excellent communication skills, both verbal and written.
-Experience with support tools like Zendesk, Freshdesk, or BoldDesk.
-Ability to handle high-pressure situations and maintain a customer-first mindset. (ref:updazz.com)

Payroll Type : Permanent