Customer Support Executive
Klarity is seeking a highly motivated and customer-focused individual to join our team as a Support Desk Representative. The successful candidate will be responsible for managing and resolving inquiries and concerns from our valued clients. This role requires excellent communication skills, problem-solving abilities, and a strong commitment to delivering outstanding customer service.
Respond promptly and professionally to customer inquiries through various channels, including email, phone, and chat.
Understand and empathize with customers' concerns, providing solutions or guidance to address their needs.
Handle escalated issues and ensure they are resolved to the customer's satisfaction.
Develop a deep understanding of our B2B SaaS products, their features, and their benefits to effectively assist customers.
Stay updated on product updates, new releases, and industry trends to provide accurate and up-to-date information to customers.
Diagnose and troubleshoot technical issues reported by customers, escalating complex issues to the appropriate teams when necessary.
Provide step-by-step instructions or guidance to help customers resolve technical problems.
Maintain accurate and comprehensive records of customer interactions, including issues, resolutions, and feedback.
Contribute to the creation and maintenance of knowledge base articles and FAQs to assist customers with common inquiries.
Feedback and Improvement:
Collect and communicate customer feedback and suggestions to the product development team to enhance the user experience.
Collaborate with cross-functional teams to identify and implement process improvements within the customer support department.
Meet or exceed defined performance metrics, including response times, resolution times, customer satisfaction scores, and ticket management.
Graduate or equivalent degree in a related field is a plus.
2+ Prior experience in a customer support or help desk role is preferred.
Proven experience in customer support or a similar role, preferably in a B2B SaaS environment.
Strong interpersonal and communication skills, both written and verbal.
Exceptional problem-solving and critical-thinking abilities.
Proficiency in using customer support software and CRM systems.
Ability to handle high-stress situations with patience and professionalism.
Knowledge of legal terminology and processes is a bonus but not mandatory.
Ability to work independently and collaboratively as part of a team.
Strong organizational skills and attention to detail.
Shift Timings: 7:00 AM - 11:00 PM (EST) - Rotational shift