Customer Support Associate

Job Description:

• Resolve and respond to customer enquiries by providing accurate information, escalating issues to appropriate teams when necessary, and following up to ensure customer satisfaction.
• Collaborate with other teams to ensure a seamless client experience.
• Create and update user guides, manuals, tutorials, and other instructional materials to assist customers in using the product or service.
• Work with product development teams to understand new features and updates and incorporate them into the guides.
• Analyze customer feedback and usage data to improve the guides.
• Define processes for customer support, including escalation procedures, response time targets, and quality standards.
• Monitor and analyze customer support metrics to identify areas for improvement.

Requirements:

• Knowledge of customer support software and tools, including help desk systems, ticketing software, and live chat.
• Strong communication and writing skills, with the ability to explain complex information clearly.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently, take ownership of projects, and manage multiple projects simultaneously.
• Strong adaptability to changes in project scope or timeline.
• Proficiency in English, with additional languages considered a significant advantage.
• Experience with Zendesk, Intercom, Notion and Slack is essential.
• Proven ability to take initiative and formulate actionable steps.
• Ability to work independently and as part of a team.
• Comfortable presenting information and findings on a weekly basis
• At least 1-2 years of experience in a technology company or a startup is preferred (for pace and expectations)