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Customer Support Executive

Klarity

Klarity

Customer Service
India
Posted on Monday, October 30, 2023

Company: Klarity

Job Overview:

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.

Key Responsibilities:

  • Customer Assistance:

    • 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.

  • Product Knowledge:

    • 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.

  • Technical Troubleshooting:

    • 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.

  • Documentation:

    • 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.

  • Performance Metrics:

    • Meet or exceed defined performance metrics, including response times, resolution times, customer satisfaction scores, and ticket management.

Qualifications:

  • 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