Customer Support Associate (Internship with PPO)

ReachInbox; Bengaluru; On-site; INR 253,890 - 304,110; Full time

Benefits offered by this job

PPO potential

Job summary

Outbox Labs is seeking a Customer Support Associate (Internship) to help customers get the most from our SaaS products. You will resolve queries, document feedback, and guide users through features to promote adoption and retention.

Responsibilities include resolving issues, training users, and maintaining account records. This internship offers onboarding, performance feedback, and potential PPO based on performance and business need.

Qualifications

• Empathy and customer-centric approach to support interactions.
• Strong analytical abilities to understand user issues and derive insights.
• Solid understanding of SaaS products and how to communicate technical details.

Responsibilities

• Handle customer queries via chat or email and coordinate with product/engineering to resolve issues.
• Build relationships with users, collect feedback, and document feature requests.

Skills

Empathy

Analytical thinking

Technical aptitude

Communication

Job description

Paid Internship Stipend INR 25000 per month

Customer Support Associate (Internship with PPO) at Outbox Labs

As a Customer Support Associate, your role will be crucial in ensuring that customers are empowered to get the most out of our SaaS products. You'll interact with users across multiple touch points, resolve issues, and drive product adoption and retention.

What You'll Do:

• Customer Support & Issue Resolution: Manage incoming queries via support chat or email and collaborate with product and engineering teams to resolve technical issues, ensuring a smooth customer experience.
• Relationship Building & Feedback Collection: Establish long-term relationships with users through empathetic communication, gather feedback, and document feature requests for product improvements.
• Drive Adoption & Retention: Promote product adoption by guiding users through key features, assisting with upsell opportunities, and ensuring ongoing engagement.
• Training & Empowerment: Provide product training and timely solutions, empowering customers to effectively use the technology and maximize its value.
• Documentation & Account Management: Assist with creating product documentation, maintain interaction logs, manage customer accounts, and handle administrative tasks to ensure efficient service.
• General Operations: Assist with backend operations, generate daily reports, track progress across various processes, provide general administrative assistance to the technical team.

Candidate Profile

• Empathy: Demonstrates the ability to understand and connect with customer needs, ensuring a supportive and positive experience.
• Analytical and Problem-Solving Skills: Demonstrates strong analytical abilities to understand market needs, analyze data, and derive actionable insights to inform product decisions and improvements.
• Technical Aptitude and Understanding of SaaS: Possesses a solid understanding of software development processes and SaaS models, with the ability to communicate effectively with engineering teams and comprehend technical details.
• Excellent Communication and Collaboration: Exhibits outstanding written and verbal communication skills, with the ability to work collaboratively across various teams, including marketing, sales, and customer support, to align product strategies with business goals.
• Fast-Paced Environment: Thrive in a dynamic and innovative setting.
• Accelerated Growth & Rewards: Enjoy rapid career growth and recognition.
• Accessible Management: Work closely with approachable and supportive leadership.
• Industry Leaders: Collaborate with some of the best minds in the industry.

Screening Process

We value transparency and open communication as essential principles in our company culture, fostering trust and collaboration among our team members. Along with technical knowledge and skill, we also look for learning ability and attitude towards embracing challenges, as these qualities contribute to a dynamic and innovative work environment. The screening process is thus designed to evaluate candidates holistically

• Submission of Resume
• Technical Interview - Real time problem solving
• Interview - Final Screening - Culture fitment