Customer Success Associate Jobs in Chennai - Disprz

• We are looking for Customer Success Associates to provide enterprise-level assistance to our customers in Mumbai & Chennai location. 
• You will assist our customer's on how to use our web based application and make sure all their concerns are addressed by co-ordinating with other internal teams.
• Customer Success Associate responsibilities include answering customer queries via email, chat and phone with simple & sequential instructions.
• Job Location:Mumbai
• Pay Package:Best in the market, subject to skillset and relevant work experience. (we give preference to skillset over experience)

 Responsibilities

• Research and identify solutions to reported issues.
  
• Ask customers targeted questions to quickly understand the root cause of the problem
  
• Follow sequence of actions, either via phone, email or chat, until they’ve solved the reported issue.
  
• Make required testing and then properly escalate unresolved issues to appropriate internal engineering teams.
  
• Provide prompt and accurate response to customers
  
• Refer to internal resources to provide accurate solutions.
  
• Ensure all issues are properly logged into the ticketing system
  
• Prioritise and manage several open issues at one time
  
• Follow up with clients to ensure their issues are resolved and the application is fully functional after troubleshooting.
  
• Assist Sales/Success teams with On-boarding and Implementation process.
  
• Document help articles in the form of notes/manuals
  
• Maintain friendly relationships with clients, beyond mere transactional ones
  

• Ability to provide step-by-step technical help, both written and verbal is a must.
  
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  
• Hands-on experience working with any eLearning application is a plus.
  
• Good understanding of Cloud based applications and SaaS products.
  
• Ability to diagnose and troubleshoot basic technical issues.
  
• Familiarity with help desk software (e.g., Freshdesk / Zendesk)
  
• Excellent problem-solving and communication skills