Customer Support:
Provide technical support to customers by troubleshooting system-related issues.
Ensure prompt and effective resolution of customer inquiries and concerns.
Reporting and Documentation:
Prepare reports and documentation on customer feedback and system performance.
Maintain detailed records of customer interactions and solutions provided.
Customer Data Analysis:
Collect and analyze customer data to identify trends, preferences, and pain points.
Use data-driven insights to recommend improvements to enhance the overall customer experience.
Feedback Management:
Monitor and manage customer feedback channels, including surveys, reviews, and social media, to gather insights and track customer sentiment.
Escalate technical issues to the appropriate teams for resolution.
Process Improvement:
Collaborate with cross-functional teams to streamline processes and enhance system functionality.
Identify opportunities for automation and efficiency improvements.
System Knowledge:
Possess a basic understanding of our systems and technology to troubleshoot and assist customers effectively.
Collaborate with the technical team to stay updated on system enhancements and updates.
Cross-functional collaboration:
Collaborate closely with the technical teams to ensure end-to-end escalation and support is provided to the clients with technical issues resolved
Being a team player, understanding the business goals and having the drive to actualize the business goals within and outside the current skills one may possess.
Qualifications:
A Bachelor’s degree in a relevant field, such as Business and IT, Marketing, Economics, Statistics, or a related discipline.
A minimum of 1-2 years of experience in customer Experience, preferably in a related industry.
Proven track record in managing Customer expectations and building relationships.
Skills:
Excellent communication skills, both verbal and written to effectively engage with customers and internal stakeholders.
Strong interpersonal skills with the ability to empathize with customers, understand their needs, and provide appropriate solutions.
Proficiency in CRM software and other relevant tools, for managing customer and client interactions, tracking progress, and maintaining accurate records.
Technical aptitude and ability to quickly learn and understand complex software applications and technologies.
Analytical mindset with the capability to gather and interpret data, identify trends, and derive actionable insights to enhance client success initiatives.
Proactive approach to problem-solving and conflict resolution, with the ability to manage customers expectations and mitigate issues effectively.
Flexibility and adaptability to work in a dynamic and fast-paced environment, including willingness to participate in out-of-hours support when required.
Strong organizational and time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously.
Commitment to continuous learning and professional development, including staying updated on industry trends, best practices, and emerging technologies related to customer success and account management.
Apply via :
www.savannahinformatics.com
