About the job
Job Summary – We are looking for a Customer Support – Trainee who will be responsible for customer software adoption and support
Key Responsibility Areas
1. Client Support:
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Monitor and provide prompt assistance to clients via various communication channels, including phone, email, and live chat.
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Troubleshoot & provide step-by-step instructions or solutions to resolve client tickets.
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Act as a liaison between clients and internal teams, escalating complex issues or feedback as necessary to ensure timely resolution.
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Guide clients in the effective use of SP digital logistics platform, addressing inquiries related to account setup, navigation, features, and functionalities.
2. Customer Success – Adoption Enhancement:
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Monitor user adoption and clients KPI adherence across the platform.
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Proactively engage users through review meetings to drive product adoption & driver value.
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Continuously strive to enhance the client experience by identifying opportunities for process improvements.
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Implement strategies for enhancing user engagement and satisfaction.
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Foster a positive user experience by providing timely and effective support.
3. User Account Configuration:
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Configure user accounts in the system based on individual requirements.
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Ensure accurate and seamless onboarding processes for new users.
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Collaborate with cross-functional teams to address user configuration needs.
4. Training and Onboarding:
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Assist in the creation of support documentation and tutorials to empower clients in self-service troubleshooting and onboarding.
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Conduct comprehensive user training sessions via phone calls and emails.
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Facilitate a smooth onboarding process, ensuring users have necessary knowledge and resources.
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Respond promptly to user inquiries, providing clear and concise guidance.
5. Monitoring and Reporting:
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Monitor user adoption levels and identify areas for improvement.
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Generate reports on user engagement, identifying gaps and proposing solutions.
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Collaborate with internal teams to implement strategies for improving user adoption.
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Maintain accurate and detailed records of client interactions and inquiries
6. Product and Customer Growth:
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Collaborate with cross-functional teams, including product development and sales, to communicate client feedback and contribute to product enhancements.
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Stay updated on product updates, industry trends, and best practices to provide informed assistance and support to clients.
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Foster good relations with customers to maintain product ratings and referral for new clients.
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Identify growth opportunities for further digitalisation at existing clients.
Qualifications:
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Bachelor’s degree in engineering, business administration, logistics, supply chain management, or a related field preferred.
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Good in Excel and / or Presentation.
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Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to non-technical clients.
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Strong problem-solving abilities and a proactive approach to resolving client issues and inquiries.
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Any past experience with basic technical troubleshooting, logistics software, CRM tools, help desk, similar client facing role, is a plus.
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Willingness to work flexible hours as needed to support client business needs.
Preferred Skills & Attitude:
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Take ownership of work assigned and persistence to closure.
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Quick learner and internal drive for continuous improvement.
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Experience or interest in software or technology-related customer support.
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Exceptional interpersonal skills and the ability to empathize with clients’ needs and concerns.
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Detail-oriented with excellent organizational skills and the ability to manage multiple priorities effectively.
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Knowledge of best practices in user training and adoption strategies.
Other Details:
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Number of Openings – 3
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Job Type – Full time
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Salary – 3 to 6 LPA