Location: Pune | CTC: 5-6 LPA
We are looking for a Customer Success Executive for our client offering Learning Management Solutions since 2001
Job Profile:
Be the point of contact for all the customer issues related to the LMS (platform onboarding services)
Be a good listener and understand and appreciate the customer sentiments with regard to the issue facing
Able to understand the issue and decide the issue is due to a knowledge gap (of customer) or due to a technical glitch.
Have a good grip on the product in terms of functionality and proactively updating oneself as and when new functionalities added
Capture the sentiments of the customer and bring that to the notice of management
Able to categorize the issues under different buckets and reports that to the team/management to indicate which area of the product needs attention/breaking.
Strictly adhere to the SLAs (link to SLA doc)
Coordinate with L2 and Other teams in the organization.
Build and maintain Knowledge DOCs/FAQ
Requirement:
3+ years in a software support role
Exceptional service orientation including managing difficult customers, setting expectations through issue resolution with total empathy. A “go giver”
Ability to communicate simply and empathetically
Handled Level 1 and 2 customer issues
An understanding of a “cloud-based” products
Preferable:
Experience in handling customer service for a Desktop application & Mobile application
Can understand and report on service metrics
Job Features
Key Benefits | Fixed Pay + a great work environment |