IMocha - Customer Support Specialist (3-5 Yrs) Pune (After-Sales/Customer Service)

Position Overview:We are looking for a Senior Customer Support Specialist who is passionate about delivering exceptional customer service and thrives in a fast-paced SaaS environment. As a Senior Customer Support Specialist, you will be responsible for handling complex support queries, mentoring junior team members, and collaborating with cross-functional teams to ensure customer satisfaction and success.Key Responsibilities:- Advanced Customer Support: Handle escalated and complex support issues via email, chat, and phone, providing timely and effective resolutions.- Mentoring and Training: Guide and mentor junior support team members, sharing best practices and assisting with challenging cases.- Ticket Management: Utilize our support tool to prioritize and manage tickets effectively, ensuring prompt follow-up and resolution.- Collaboration with Teams: Work closely with Product, Engineering, and Customer Success teams to troubleshoot issues and provide valuable feedback for product improvements.- Documentation: Create and update knowledge base articles, FAQs, and support documentation to assist customers and enhance self-service resources.- Customer Feedback: Collect and analyze customer feedback, identifying trends and areas for improvement to enhance the customer experience.- Performance Metrics: Monitor support KPIs, such as response time and customer satisfaction scores, and work proactively to achieve targets.Key Skills and Qualifications:- Bachelor s degree or equivalent experience in Customer Support, Customer Success, or a related field.- 4 years of experience in a customer support role, preferably in a SaaS environment.- Technical Skills: Proficiency in Excel (pivot tables, VLOOKUP, data analysis), SQL (basic queries and data manipulation), and data reporting.- Strong problem-solving and analytical skills with the ability to troubleshoot complex issues using data.- Excellent communication skills, both verbal and written.- Experience with support tools like Zendesk, Freshdesk, or BoldDesk.- Ability to handle high-pressure situations and maintain a customer-first mindset. (ref:updazz.com)

Payroll Type : Permanent