Customer Support Associate

Title: Customer Support Associate 
Timings: 4:30 am to 12:30 pm IST
Experience: 1-2 Years
Location: Hyderabad

The Customer Support Associate is a hands-on, technical part of the Customer Support team for a junior or entry-level candidate.

You’ll work closely with the Customer Success Managers to drive resolution of all support issues and ensure customer satisfaction. You’ll learn the Openprise platform and advance your customer-facing and technical skills. This is an opportunity to wear different hats and play different roles, learn your strengths, and have a real impact on the growth of the company and the organization.

Responsibilities:

• Become an Openprise platform and data management expert
• Work interactively with the rest of the US and India-based Support team to problem-solve, develop new best practices, and improve platform adoption by customers
• Drive support requests to resolution by tracking progress and communicating both internally and with customers
• Provide feedback to the Customer Success and Product teams through identifying and reporting trends in common customer issues and key difficulties that users are experiencing

Requirements:

• Outstanding writing and verbal communication skills
• Excellent project and time management skills
• Interest in learning a software platform, including technical details and use cases
• Problem-solving and technical acuity to investigate issues and find solutions
• Self-driven, motivated, and enthusiastic
• Document troubleshooting steps while updating existing documentation
• Able to work with a team, local and remote, in a changing environment
• Participate in a rotating on-call schedule. Maximum 1 weekend per every 4 weekends
• Must be able to work early morning hours (IST) - 4:30 am to 12:30 pm (with a change of 1 hour during US standard time)
• Bachelor’s degree, or commensurate experience

Pluses:

• 1-2 years of SaaS support experience or working with technology platforms
• Familiarity with platforms such as Zendesk or Jira for tracking customer issues
• Experience in a customer-facing role