Customer Success Associate

Avoma

6d•$1,800,000 - $2,200,000•Remote

About The Position

As a Customer Success Associate team member, you will be directly responsible for assisting our customers with technical problems when using our products and services, along with onboarding, implementation, adoption, and configuration, 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 pm-4 am IST and 6 pm-3 am IST to ensure crossover working hours with the US. The shift will be rotated.

Requirements

Proven professional experience as a Customer Support Specialist or similar CS role, ideally 4+ 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

Nice To Haves

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

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.
Managing VSMB customers (onboarding, Implementation, Adoption, configuration)
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