We are looking for a technically strong Technical Support and Product Executive to manage our growing overseas customer base, including those in different timezones.
A talented, smart and enthusiastic customer focussed professional, who will answer customer questions (over phone, email and instant chat) and be confident providing online training and answering product support questions in fluent English.
Duties / Responsibilities
Manage and respond to customer requests, which can range from technical product questions to training requirements and content / marketing support.
Support the onboarding of new customers, including building draft sites and running training sessions.
Build strong relationships with customers and make them feel listened to and supported.
Be articulate and answer the telephone support line in a warm and professional manner.
Reply to queries via email or the support ticketing system, with clear written responses using steps and screen-shots to help illustrate your points.
Track and report on customer interactions, requirements, feedback and happiness levels (using our customer ticketing system and internal docs / Support database)
Investigate more complex product requests, identifying the issues and, where necessary, discussing problems concisely with the product and data teams
Support the team to run testing for product fixes or new features prior to release, in conjunction with the Product team.
Contribute to product development sessions, presenting customer feedback as well as your own ideas.
Candidates must possess a Bachelor’s Degree in any field with excellent spoken and written English, self-driven, hard-working and detail-oriented.
Experience in British English is preferred.
Excellent communication, interpersonal and presentation skills.
Has a previous working experience as a Technical Support for at least a year from the BPO industry.
A clear and charming phone manner to build relationships and engage with customers.
Experience / interest in database / CRM / community / website softwares
A natural problem-solver, with an inquisitive mind who delves into issues and makes it your responsibility to find an answer and get back to the customer.
Excellent typing skills
Flexible to work overtime as needed.
Highly organised, a team-player and always happy to helpʼ