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Customer Support/ Engagement Specialist

Keywords / Skills : Customer Support, customer Technical Support, Customer Support Executive, Customer Care Executive, Customer Service, Technical Writer, Content Writer, Content Developer

3 - 6 years
Posted: 2018-11-20

Job Description
01.Customer Support


We are a Canada based web development firm located at Cochin looking for a Customer Support and Customer Engagement Specialists who have experience being lead experience in technical support. We are looking to start a technical support team in Cochin and looking for someone who can come in, put in the proper processes and be able to scale and run the team as we grow.

The ideal candidate should be able to own the overall customer support experience. 

Responsibilities 

• Running every day support operations

• Monitoring and reviewing support metrics to improve functional and operational efficiency

• Identifying and escalating issues efficiently and appropriately to management and across teams

• Providing management on how the support and eventually the team performing

• Conducting bi-weekly team meetings, performance reviews and appraisals 

Skills 

• Over 5 years of total experience with at least 2 years either building or managing a customer facing team

• A knack for problem solving problems

• Effective listening skills and can also communicate feedback clearly and in a friendly way

• Effectively communicate in both written and speech with users

• Ability to put processes in place to ensure internal processes are in place to address common question and an internal resource of FAQs and knowledge base

02.Customer Engagement Specialist


Description

You will be building relationships with Customers, understand their business and identify how the application as a product can enhance their Business objectives.

Primarily, responsible for Customer loyalty and retention. Working in Success means proactively engaging with Customers, understanding their journey so far within the application, driving product adoption and delivering product value.

Engage with Engineering and Product teams to understand product roadmap & forward feedback on Customer experience.

Roles & Responsibilities 

• Onboard new users

• Proactively engage with Customers at risk.

• Drive user adoption.

• Increase Customer retention and loyalty
 

Skills 

• Basic degree (Bachelor’s) is required.

• An excellent English communication (both verbal and written) skill is mandatory.

• 2-4 years of Prior work experience in Customer loyalty and retention preferred but not a must.

• Highly self motivated and efficient in work.

• Capable of meeting strict deadlines.

• Able to work independently as well as part of a team.

03.Tech Writer 

Experienced writing who can communicate easy way technical topics. 

Roles and Responsibilities 

• Manage public Help docs, KB articles, API Docs, product videos

• Manage and improve style guides

• Manage documentation authoring tools 
 

Skills 

• At least 2 years of technical writing experience

• At least 1 years experience in a software environment



About Company

We are a Canada based web development firm located at Cochin.
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