Customer Success Technical Support

Summary

As a Customer Success Technical Support team member you will be directly responsible for assisting our customers with technical problems when using our products and services with an excellent customer service oriented mindset. This is an exciting opportunity for those who are curious, diligent, and want to learn and develop their professional skills within a fast-growing start-up.

The ideal candidate will be experienced in resolving customer queries, recommending solutions and guiding product users through features and functionalities. We expect you to be a reliable professional, and an excellent communicator who's able to earn our clients" trust. Your overarching goal is to ensure an enjoyable experience for everyone using Avoma.

The Scheduled Shift for this role will be 8.30pm-5.30am IST to ensure crossover working hours with the US.

What You Will Be Doing In The Role (Responsibilities)
 Respond to customer queries in a timely and accurate way, via phone, email or chat, then identify their needs and help them use specific features, or properly escalate unresolved queries to the next level of support
 Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
 Update our internal databases with information about technical issues and useful discussions with customers
 Monitor customer complaints on social media and reach out to provide assistance
 Share feature requests and effective workarounds with team members
 Follow up with customers to ensure their technical issues are resolved
 Gather customer feedback and share with our Product, Sales and Marketing teams

Requirements

What you need to be successful in the role (Qualifications)
 Proven professional experience as a Customer Support Specialist or similar CS role, ideally 3+ years of experience
 Experience using help desk software and product management tools
 Understanding of how CRM systems work like Hubspot, Salesforce etc
 Excellent communication and problem-solving skills
 Patience when handling tough cases
 Proficiency in the English language, both written and verbal, sufficient for success in a remote and largely asynchronous work environment

What sets you apart (Preferred Qualifications)
 BSc in Information Technology or relevant diploma
 Comfort working in a highly agile, intensely iterative software development process
 Positive and solution-oriented mindset
 An inclination towards communication, inclusion, and visibility
 Demonstrated ability to work closely with other parts of the organization
 Ability to thrive in a fully remote organization
 Knowledge of Artificial Intelligence technologies and tools

Benefits
 What you get from Avoma (Benefits)
 A transparent salary structure
 Salary Range: 8,00,000- 10,00,000 (Depending on Experience)
 15 days of PTO & 10 sick leaves annually on top of company holidays
 Flexible Work Schedule
 Employee Stock Options Program

About Avoma
 Avoma is an intelligent meeting assistant for teams looking to automate some of the common tasks required for customer-focused meetings. We leverage NLP and machine learning to summarize meeting notes and extract key topics and action items discussed. All of this data automatically syncs back into their CRM. This helps to save end users time and focus on what matters most, their customer interactions
 We are a venture-funded early-stage startup, have 1000+ paid businesses, and are growing consistently month over month,