chat Support Executive

Responsibilities
• You will use email and chat applications to give clients quick answers to
their queries.
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing
different scenarios or impersonating users)
• Ask customers targeted questions to quickly understand the root of the
problem
• 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
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share it with our Product, Sales, and
Marketing teams
• Prioritize and manage several open issues at one time
• Maintain jovial relationships with clients
Requirements
• At least 1-3 years of chat or social media customer support, escalation, or
retention experience in B2B, B2C process
• The strong customer-centric thought process
• Excellent verbal and written communication skills in English.
• Good probing skills
• Multi-tasking abilities
• Patience when handling tough cases
• Be a fast learner, understand our product in and out
• Flexible to work in rotational shifts and week offs
• Open to taking additional responsibilities