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Company Jobs >> SurveySparrow Pvt Ltd
SurveySparrow Pvt Ltd
Jyothirmaya, Infopark, Jyothirmaya Rd, Infopark Phase 2, Kakkanad, Kerala - 682030
  • Career Opportunities:
  • Customer Success Manager
    We’re searching for a dynamic individual with a proven track record of success as a Support Engineer within the software industry. You will be working in a customer support environment, consulting with customers, software developers, and product owners.

    Years of Experience - 3 to 7
    Work Location : Kochi Infopark

    Act as the first line of response to support tickets and requests submitted by our customers. As our client base grows worldwide, we want to ensure that all users will have the same level of live customer support
    Support the product and provide assistance in troubleshooting customers systems issues as they pertain to their use of the software
    Managing cases and communications from beginning through to resolution and closure via the other departments such as Sustaining (Development), QA Testing and Product release
    Perform verification, reproduction, and isolation of software issues or bugs reported by the users - although the role does not call for any development work to be performed, the ability to debug the software application and step through the code to isolate and understand potential cause of a problem is a plus
    Respond to customer support cases which often require detailed investigation work to be carried out in order to provide an answer utilizing reference materials and troubleshooting within the system
    Maintain systems/processes (Intercom, HubSpot), ensure efficient Support Case Flow and manage exceptions
    Account management work on assigned accounts such as conducting regular conference calls and case reviews
    Work collaboratively with Support Manager and other Support Engineers to ensure consistency of process methodology and best practices
    Always think of ways to improve our application and our customers’ experience

    Bachelor’s degree in Computer Science, IT or Software Engineering (or similar) and technical support and/or related application support experience; knowledge of container terminal, shipping line or logistics industries a major plus
    Strong and inherent customer service/technical support orientation
    Analytical approach and interest in solving problems from trivial to complex
    Strong technical and troubleshooting skills in several applications and technologies
    Communication Skills: Excellent oral/written/presentation communication skills demonstrating strong leadership, management, and executive presence.
    Strong leadership, time management, and organizational skills
    Being open to working in a fast-paced and growing environment where you may have to wear many hats

    If your profile is matching , Please share your update resume at the earliest.

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