Customer Operations Support Associate
Full Time1 year ago
Employment Information
Job description
- Manage a queue of 50+ support tickets per week.
- Take ownership of customer reported issues and seeing problems through to resolution.
- Work across support platforms like Zendesk, Salesforce and JIRA within defined SLAs.
- Pre-sales support in triaging of sales leads, security, legal inquiries to different internal teams.
- Handle payments, refunds, credits and other sensitive customer requests.
- Work with sales, renewals, engineering and customer teams to ensure speedy resolution.
- Raise product bugs, feature requests to relevant teams.
- Prioritize issues based on severity and customer impact.
- Participate in our 24/5 global coverage plan.
- 1-2 years of experience doing L1 customer support for a modern / SaaS product.
- Must be willing to work in different shifts (including evenings and holidays).
- A university degree in Computer Science, Information Technology, or a related field.
- Ability to write basic SQL queries for achieving workarounds or better solutions.
- Familiarity with support platforms like Zendesk, Jira, Salesforce and Confluence.
- Understanding of SaaS billing, pricing licensing and basic accounting.
- Excellent customer-facing skills (internal and external customers).
- Excellent written and verbal communication skills.
Education
UG: Any Graduate
PG: Any Postgraduate
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