Overview
We’re on a mission to get tour & activity businesses online. But, it’s quite a challenge to sell technology to a sector which has traditionally operated offline. We want to make it super-easy for them. Which makes it super hard for us.
Which is where top-notch customer support comes in. The ability to help our customers use our product effectively in their business. To be able to explain technology to regular business-folk.
What would a typical week in the Customer Success Team look like:
- Log into the ticketing system and take stock of open customer complaints/issues. Understand the customer’s problem and, on priority, figure out a way to get the job done within the existing product. Then, think hard about whether it’s a bug, a possible feature request, or just a mundane question from someone new to the system. File a ticket in the tech/dev ticketing system, or update the help docs accordingly.
- Update existing help documentation to be able to answer customers’ questions better (solving customer support request should give you an idea about what’s lacking in the documentation).
- Write crisp & easy-to-understand help documentation for upcoming new feature releases.
- Give product demos to customers on the phone, or on Skype calls.
- Keep using the our product and filing bug-reports and enhancement requests, as necessary. Be the customer’s voice, within the Company.
Who do we think will be a good fit for this role:
- B.Tech/B.E. in CS/IT or BCA/MCA.
- Excellent communication skills in English (written and verbal)
- Someone who is good at analyzing & solving a problem; gives attention to details.
- Someone with excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
- Who has strong customer focus and willingness to co-operate with others.
- Someone who is willing to multitask and has the ability to prioritise his/her own tasks.