Overview
This is a very important role for the business and we are looking for an excellent candidate. You will report directly to the Co-Founder & Product Lead.
PRIMARY RESPONSIBILITIES:
- Answer customer questions from 7:30pm to 3:30am (India Night time)
- Answer questions over phone
- Give product demo over video chat
- Ensure new users are on-boarded correctly
- Ask for product feedback after successful customer interaction
OUR CUSTOMERS:
- Small & Medium business owners who run an online store
- Use our software to manage their online store
- Located mostly in USA, Canada, UK, Australia
ADDITIONAL RESPONSIBILITIES:
- Ensure every day all existing customers receive their daily reports
- Update documentation with answers to frequently asked questions
- Weekly touchbase with Product/Tech team to review feedback from customers so their frequently requested issues/features/problems are resolved by tech team
- Be the voice of the customer for the tech/product team which is removed from the painpoint faced by the customer
- Streamline and Automate the Customer Support process working closely with the Tech team
- Take initiative to identify tools to make the job more efficient
- Keep yourself updated on the latest features added to our product and the customer’s platform
SKILLS:
- Willingness to work in night shift
- Excellent written and spoken English
- Good Problem-Solving Skills
- Can explain complex information in simple & easy-to-understand English for our customers
- Able to understand Western-accented English (American/British) and reply in easy-to-understand neutral accent
- People-person & is not shy interacting with customers or cold-calling
- Looks forward to solving customer problems in whatever mode the customer prefers : Chat, Phone, Video, Screenshare, Email etc
- Calm, Professional & Patient.
- Empathy for the customer
- Ability to deal with difficult customers
- Comfortable with Technology and software tools
PREFERRED EXPERIENCE:
- 1-2 years experience directly speaking with North American customers
- Experience working in a software company or call centre
COVID RELATED INFO:
Due to COVID, you will be performing this role remotely from your home for safety reasons. This requires you to have a high-speed internet connection and a quiet place to work at home. Once COVID is resolved in the near future, we will resume working from our co-working office space in Panjim if you prefer working from an office space
About StoreBuilder
We are a SAAS business operating out of Goa and California serving customers all over the world. We build ecommerce software to help online stores automate their workflow and grow their sales. We are looking for people with the right skills and attitude as we expand our business.