Customer Support Associate

ZIGRAM Data Technologies Private Limited; Gurugram District; Presencial; INR 450 000 - 700 000; Tempo integral

Resumo da oferta

ZIGRAM Data Technologies Private Limited is seeking a client-focused B2B SaaS support executive to assist fintech clients. You will resolve user issues, guide feature navigation, and help identify bugs vs improvements. You will pair with sales and operations to prioritize cases and contribute to a growing knowledge base.

The role emphasizes customer empathy, organization, and the ability to work across teams to ensure client satisfaction and smooth workflows within ZIGRAM applications.

Qualificações

• 2-4 years of experience in B2B SaaS product support, preferably in FinTech.
• Experience with CRM tools and handling customer inquiries.
• Solutions-oriented mindset with strong communication skills.

Responsabilidades

• Develop deep knowledge of ZIGRAM applications and solutions.
• Distinguish between bugs, defects, and areas for improvement.
• Assist clients through how-to questions and guided navigation of features.
• Engage with clients to resolve user and technical issues promptly.
• Collaborate with internal teams to prioritize support cases and share knowledge.
• Maintain an internal knowledge base with updated processes and workflows.
• Act as a point of contact for client support across sales and other operations teams.

Conhecimentos

B2B SaaS support

Fintech knowledge

CRM tools

customer empathy

Ferramentas

ZOHO desk

Descrição da oferta de emprego

Job description

Role & responsibilities

• Develop deep knowledge of the ZIGRAM applications and solutions
• Be well versed in the intricacies of the applications to understand default logics and behaviors.
• Accurately discerning between bugs and defects that impair client workflows versus areas of improvements that enhance client usage.
• Occasionally participate in user testing sessions to evaluate the quality and suitability of new features for clients.
• Client Support and Troubleshooting:
• Engage with clients to effectively resolve user issues & technical issues.
• Use interpersonal and communication skills to guide clients through pertinent questioning to successfully comprehend the issue at hand and see to its resolution promptly.
• Answer how-to questions and provide personalized solutions to assist clients with navigating through the various features on ZIGRAM applications.
• Collaborate internally with fellow Associates to prioritize and/or accelerate support cases and occasionally conduct knowledge sharing sessions for the team.
• Show composure, resilience, and adaptability as client needs evolve and case volume changes.
• Participate in ad-hoc special projects within the department to contribute to the Help Center, our self-serving knowledge base for clients.
• Product Collaboration
• Active member of the Client Support Team
• Proactively identify opportunities to develop solutions that help the team achieve common goals.
• Participate in maintaining an internal self-serving knowledge base with updated training processes, workflows, and/or documentation.
• Collaborate with internal teams such as sales team, other operations teams, and management as a point of contact for client support.

Preferred candidate profile

• 2-4 years as a B2B SaaS product support executive / Support executive with a Fintech company/ Payment aggregator.
• Understanding of the Fintech/ Regulatory compliance products and solutions is a plus
• Experience using CRM tools i.e., ZOHO desk or any other ticketing application
• Solutions-oriented and strive to refine your skills everyday.
• Display diplomacy, tact, and poise under pressure when working through client issues.
• Have a talent for building rapport, managing expectations, and diffusing tense situations with ease.
• Organizational and prioritization skills with attention to detail
• Ability to prioritize different projects and stay on schedule
• Proficient with the Microsoft Office Suite
• Ability to listen, empathize and resolution mindset