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