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Customer Experience Specialist

Keywords / Skills : Customer Support Technical Support Product Support User Support Bug Reporting Product Product Design Product Development

2 - 3 years
Posted: 2018-11-22

Product Manager
5.00 - 7.00 lacs
Posted On
22nd Nov 2018
Job Description
Looking for a job or career at a fast-growing and highly impactful industry to empower people and society? Are you looking for an opportunity to take ownership and drive results? Look no further because Shortlist is the place for you!

Shortlist is a recruitment technology startup based in Mumbai. We offer both technology products and recruitment services to help growing businesses build great teams.

The company is on a mission to unlock professional potential and match talent with opportunity.With 2 years into operations,Shortlist has worked with over 100 clients in India and Kenya, supporting the growth of vibrant startups, growing businesses, and enterprises.

Some other things about Shortlist:
  • We have values, and stick with them 
  • We love teamwork 
  • We are a fast growing company, with a deep consideration for culture 
  • We always have lots to do, but care about everyone being a whole person 
  • We also laugh together, every day 
  • We have monthly team events with only one goal.. FUN, and lots of it!! 
  • We have offices in Mumbai, Hyderabad, and Nairobi 
Based in Mumbai, Shortlist needs a capable and motivated Customer Experience Specialist to help provide the best support on the Shortlist Platform for all job seekers and applicants.

A key aspect of the role is to provide all levels of customer support to users including prioritizing escalations, new feature launches, creating easy reference guides / FAQ, user issue analysis etc. Helping to derive client insights and drive process transformation, this role presents a unique opportunity to make a tangible difference to the applicant care process at Shortlist. 

Target salary range is highly competitive (5 - 7L CTC) and will be based on previous experience, subject to customary increases on joining.

Detailed Responsibilities:
  • Investigate, diagnose and respond to technical questions and issues received from customers 
  • Promptly answer support related emails, phone calls and other communications 
  • Log reported bugs to the engineering team via bug reporting platforms 
  • Partner with the engineering team to ensure filed bug fixes are completed within the stipulated time frame 
  • Support pilot deployments across India and Africa; provide direct and ongoing user support; provide onsite training for users; monitor and report support data across multiple metrics 
  • Gather, consolidate and present data periodically from the customer request tools to internal stakeholders 
  • Design, test and implement improvements in the tools and processes deployed by the customer success team in partnership with multiple stakeholder 
  • Create and update the technical support 'FAQ library' and Knowledge base periodically, in collaboration with the internal communications team 
  • Work to roll out new applicant care features and processes to optimise TAT for closures 
  • Keep abreast of new features and product enhancements 
Does this sound like you?
  • 2-3 years of relevant work experience in an IT/Product support environment. Experience working in technology enabled organizations/ Start-ups/SaaS products would be beneficial 
  • Passion for customer success - Going above and beyond to resolve customer issues. Proven ability to promptly answer support related email, phone calls and other communications 
  • Experience in working with multiple stakeholders- Able to represent the company externally to our candidates. Experience in collaborating with internal teams (product, engineering and operation) to resolve customer issues is a must 
  • Problem solving - Ability to think quick and problem solve independently. Ability to solve challenging problems using input from diverse sources and forming a solution 
  • A fantastic communicator - Excellent oral and written communication skills in English 
  • Proficiency in Microsoft Office - Word, Excel and Powerpoint
The application process :
Step 1: Apply for the job post here to express interest in the role.
Step 2: Now that we know you are interested, the next step involves online screening of your candidature. You will receive an email from our screening partner, Shortlist i.e The email would include a link where you can complete your application - a few short questions on your experience followed by an assessment to demonstrate our ability to do the job.

You can also find the link here:

Shortlist will keep you updated regularly on whether or not you’re shortlisted.

About Company

About Shortlist:
The recruitment process for this role is being managed by Shortlist. We are a startup recruiting company with a difference. We create 3D profiles of all job seekers including background, experience, personality traits and demonstrated ability to communicate and problem solve.
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