Product Support Associate

Noida1 YearFull Time
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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.

 

Key responsibilities:

  • 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

  • Competitive compensation

  • Ongoing recognition & rewards

 

If you would like to pursue this opportunity further, please send your CV to careers@optimiser.com

 

Job Role

Product Support Associate

 

Location

Noida, India

 

Compensation

Competitive salary and benefits

 

Career Level

Associate (level 2)

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