- DescriptionResponsible to onboard the customer by understanding the requirements and providing optimum solutions
- Share best practices with the customer
- Provide product training to customers and coordinate for User Acceptance Training
- Take ownership of customer issues reported and ensuring they are resolved satisfactorily
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base, tech notes and articles
- Identify process improvements
Requirements:
- Minimum of 2-6 years experience in the software/tech industry
- Willing to work in US/UK/EMEA shift
- Understanding of SaaS products
- Understanding of different technology stacks, programming concepts, integrations (REST APIs) with cloud systems
- Fast learner and can pick up current technologies
- Excellent written and verbal communication skills
- Soft skills to interact with customers over the phone or video calls
- Capable of working with cross-functional teams to solve business and tech problems
- Project management skills