Who we are?
We set out to build the world’s most simple CRM platform that is highly configurable and replaces multiple applications. Optimiser CRM enables our clients to replace multiple applications with a single highly configurable application thereby reducing their costs significantly. It enables our clients to have a platform providing a single source of truth that has an impact on every aspect of our client business. With integrated Optimiser touchpoint CMS, we have developed a unique and advanced platform that enables our clients to interact and service their customers efficiently.
What you will be doing
Optimiser is looking for a Product Support Associate who addresses customer queries and concerns regarding the company's products. You will be responsible to answer incoming calls from customers and troubleshoot technical problems. You will serve as an expert in the products that the company develops and be able to find solutions to problems with products and help customers work through technical difficulties.
Answer incoming product inquiry calls
Ask customers targeted questions to quickly understand the root cause of the problem
Identify solutions and resolve cases, escalate issues to correct teams.
Timely escalate unresolved issues to appropriate internal teams (e.g. senior support team members, software developers)
Communicate with clients through a series of actions, either via phone, email, or chat, until their issue is resolved.
Maintain quality standards and follow company procedures to give effective closure to client cases.
Follow up with clients to ensure their product is fully functional after troubleshooting
Ensure to take timely feedback from customers and share it with senior members of the team for further action.
Maintain good relationships with clients
Ensure all issues are properly logged by updating the internal CRM tool.
Ensure other client-facing teams, both IT and non-IT are fully informed of incidents and events
Conduct webinars with clients and create case studies to share updates/knowledge on products
Execute various ad-hoc projects and client requests as and when required.
Who we think will be a great fit
As a successful Product Support Associate you will demonstrate:
Proficiency in English communication skills – both verbal and written
Ability to prioritise work in response to changing business/client requirements.
Creative and analytical approach to problem-solving
Proactive approach to tasks and responsibilities
Meticulous in following the company’s operating protocols
Excellent Team player
Strong ethics toward work
Preferred: exposure to working in a client-facing role
Approx. 1 year of relevant experience though freshers with relevant skills may also apply
What do we offer in return?
Culture that emphasises personal and professional growth
Work-life integration is deeply important to us
Ongoing recognition & rewards
If you would like to pursue this opportunity further, please send your CV to email@example.com
Product Support Associate
Competitive salary and benefits
Associate (level 2)