Customer Success Associate

Chennai, Tamil Nadu, India | Support | Full-time

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We are hiring a Customer Success Associate with the passion to walk that extra mile and flair to engage with customers by providing exceptional customer support.

Responsibilities

  • Own and drive resolution to customer requests for product specific workflow and how-to questions
  • Interact with customers and determine knowledge gaps within HappyFox knowledge base
  • Participate in continuous product training to drive improvement in support quality
  • Edit, post and take responsibility for the quality of knowledge base articles
  • Proactively assist customers by optimizing article content and titles, keeping in mind the searchability for solutions through support center
  • Work with the sales team to assist in activities that include but not limited to: setting up the application for new customers, solving queries, directing them to relevant knowledge base article and educating them to help themselves, drive community forum engagement
  • Take ownership of support tickets, adhering to SLAs and resolution time commitments

Requirements

  • Proven work experience and passion to work in customer support for a technology based B2B organisation
  • Demonstrated competencies including procedural and technical writing, managing customer relations, and a stong technical acumen
  • Knowledge and familiarity with social media platforms
  • Ability to manage ticket priorities based on urgency and customer profile
  • Self-motivated, flexible, and a ┬áteam player with the ability to produce quality results in a dynamic set up
  • Outstanding verbal and written communication
  • Excellent organisational and follow-up skills; project management skill is preferred
  • Prior experience working with a SaaS based technology product (optional)
  • Worked for a bootstrapped high growth startup (optional)