About the company:
At Advaya, we are at the forefront of revolutionizing the fleet management industry, redefining uniqueness, and shaping exclusivity. With a passion for innovation and a commitment to excellence, we provide cutting-edge solutions tailored to meet the diverse needs of our clients. Our comprehensive approach, fueled by advanced technology and industry expertise, ensures optimal efficiency, safety, and profitability for our customers' fleets. If you're passionate about innovation and thrive in a collaborative environment, we invite you to join us in shaping the future of fleet management.
Job Summary:
Advaya is seeking a dedicated and customer-focused Customer Support Specialist to join our team. As a Customer Support Specialist, you will be responsible for providing exceptional support to our B2B and B2C customers in North America for our SaaS and tech products. If you have experience in customer support, excellent English communication skills, and a strong understanding of hardware and software troubleshooting, we invite you to join us in delivering outstanding customer experiences.
Job Responsibilities:
- Serve as the primary point of contact for customers, addressing inquiries, issues, and requests via phone, email, and chat in a timely and professional manner.
- Provide technical support and troubleshooting assistance for hardware and software issues related to our SaaS and tech products.
- Guide customers through product setup, configuration, and usage, ensuring a smooth onboarding experience.
- Collaborate with internal teams, including product development and engineering, to escalate and resolve complex technical issues.
- Document customer interactions, including issues reported and resolutions provided, in our CRM system.
- Continuously update and maintain knowledge base articles and support documentation for self-service customer assistance.
- Identify and escalate trends and patterns in customer inquiries to help improve product quality and customer satisfaction.
- Proactively communicate product updates, maintenance schedules, and service interruptions to customers.
- Strive to meet or exceed established customer satisfaction and service level metrics.
Job Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 1-5 years of experience in customer support, preferably in a B2B/B2C environment.
- Excellent English speaking and writing skills; proficiency in Punjabi is an added advantage.
- Experience providing support for SaaS products or technical products is highly desirable.
- Flexibility to work North American shifts to accommodate customer needs.
- Strong technical understanding and troubleshooting skills for both hardware and software issues.
- Ability to communicate technical concepts clearly and effectively to non-technical customers.
- Familiarity with CRM systems and ticketing platforms for managing customer interactions.
- Exceptional problem-solving and interpersonal skills, with a customer-centric approach.
- Ability to work independently and as part of a team in a fast-paced and dynamic environment.