Customer Support Officer - New Delhi, India - LittleBig Connection

Description

Job description

LittleBig Connection is a widely adopted SaaS platform, serving hundreds of prominent customers worldwide.

As a member of our Global Customer Support Department, your position in Customer Support plays a critical role in guaranteeing that our product is effectively embraced, and that Customers worldwide are satisfied with their experience.

Key Responsibilities:
Platform Expertise
:

Your objective is to become an expert on our platform, serving as the primary point of contact for a diverse range of customers worldwide.

Daily User Support
:

You will provide daily support to platform users through various communication channels such as chat, email, and phone, addressing both Level 1 and Level 2 requests promptly.

Escalation and Incident Resolution
:

For Level 3 requests and complex incidents, your role includes the coordination of escalations and diligent follow-up to ensure efficient incident resolution.

Internal Collaboration
:

You will actively collaborate with our internal teams in business, IT, and finance to collectively solve problems and enhance the customer experience.

Client Training
:

Your responsibilities extend to training your Clients and their chosen partners, accomplished through webinars, individual training sessions, continuous support, and innovative training methods.

Platform Enhancement
:
Your contribution to our technical platform and service improvement efforts is essential. You will identify and communicate common user requests to our product development team to enhance the overall platform.
Enhancing Account Management
:
As part of the team, you will play a role in shaping our account management strategy. This involves analyzing incoming requests and studying customer behaviour to optimize our customer-centric approach.


Collaborative Approach:
Collaborate closely with the Finance team and other internal stakeholders to ensure the seamless resolution of queries and bridge any communication gaps

Mastering Tools:
Become proficient in using tools such as Atlassian JIRA, CRM, and ticketing systems.

Ideal CandidatePrevious experience in support and customer success, with a strong preference for those with experience in SAAS products or services.

A bachelor's degree in communication, Management, IT, Business, or a related field.

A minimum of 1 year of prior experience in roles such as Administration, Customer Service, Support, or Project Management, along with a keen interest in digital products and the digital industry.

Capable of handling complexity and paying meticulous attention to detail.
Exceptional communication skills, including being a good communicator, innovative, customer-service-oriented, proactive, and responsive.
Strong problem-solving abilities.
A curious mindset and a willingness to learn from scratch about the functionalities of a SaaS product.

Proficiency in both French and English, both spoken and written (Mandatory - proficiency in other languages is a plus).The ability to work effectively as part of a team and independently when needed.

Mastery of generative AI such as ChatGPT or is a plus for improving day-to-day productivity

" Little Big Connection

is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment.

For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability or other characteristics.

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