Department: Customer Support & Success Team

Location: On Site Kolkata or Remote

Job Summary

We are looking for a Customer Support - Trainee who will be responsible for customer software adoption and support

Key Responsibility Areas

1. Client Support:
- Troubleshoot & provide step-by-step instructions or solutions to resolve client tickets.
- Act as a liaison between clients and internal teams, escalating complex issues or feedback as necessary to ensure timely resolution.
- Guide clients in the effective use of SP digital logistics platform, addressing inquiries related to account setup, navigation, features, and functionalities.

2. Customer Success - Adoption Enhancement:
- Monitor user adoption and clients KPI adherence across the platform.
- Proactively engage users through review meetings to drive product adoption & driver value.
- Continuously strive to enhance the client experience by identifying opportunities for process improvements.
- Implement strategies for enhancing user engagement and satisfaction.




- Foster a positive user experience by providing timely and effective support.

3. User Account Configuration:
- Configure user accounts in the system based on individual requirements.
- Ensure accurate and seamless onboarding processes for current users.
- Collaborate with cross-functional teams to address user configuration needs.

4. Training and Onboarding:
- Assist in the creation of support documentation and tutorials to empower clients in self-service troubleshooting and onboarding.
- Facilitate a smooth onboarding process, ensuring users have necessary knowledge and resources.
- Respond promptly to user inquiries, providing clear and concise guidance.

5. Monitoring and Reporting:
- Monitor user adoption levels and identify areas for improvement.
- Generate reports on user engagement, identifying gaps and proposing solutions.
- Collaborate with internal teams to implement strategies for improving user adoption.
- Maintain accurate and detailed recor

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