Assistant Manager - Product Support

About LeadSquared:
One of the fastest growing SaaS companies in the CRM space,
LeadSquared empowers organizations with the power of automation. More than 1700
customers with 2 lakhs+ users across the globe utilize the LeadSquared platform
to automate their sales and marketing processes and run high velocity sales at
scale.
We are backed by prominent investors such as Stakeboat
Capital, and Gaja Capital to name a few. We are expanding rapidly and our 1300+
strong and still growing workforce is spread across India, the U.S, Middle
East, ASEAN, ANZ, and South Africa.
·
Among Top 50 fastest growing tech companies in
India as per Deloitte Fast 50 programs
·
Frost and Sullivan's 2019 Marketing Automation
Company of the Year award
·
Among Top 100 fastest growing companies in FT
1000: High-Growth Companies Asia-Pacific
·
Listed as Top Rates Product on G2Crowd, GetApp
and TrustRadius
What you will be doing?
The Product Support at LeadSquared is a critical element of
our future success. We are looking for people who love the job of making
customers happy, who love making customers successful and who can understand
the pain of customers. We are looking for a long run relationship and one who
is committed & takes complete ownership with top-notch customer handling
skills, technical understanding.
The Role is to manage a small team of Product Support
Engineers who are responsible to deliver high quality support to technical and
non-technical users of LeadSquared through email, phone and documentation.
Roles & Responsibilities:
·
Taking ownership of customer issues reported and
seeing problems through to resolution
·
Researching, diagnosing, troubleshooting and
identifying solutions to resolve customer issues in using LeadSquared.
·
Ask customers targeted questions to quickly
understand the root of the problem.
·
Resolving all customer issues in time bound
manner. Comply with the SLA for issue resolution.
·
Onboarding new customers: Providing Admin and
User trainings e.t.c (over web and in-person).
·
Talk clients through a series of actions, either
via phone, email or chat, until they’ve solved a technical issue.
·
Work closely with technical teams to enhance the
quality of existing products.
·
Manage and monitor customers’ expectations. Help in keeping customers extremely satisfied
and thereby contributing to customer retention.
Key Requirements:
·
1+ years of experience in supporting supporting
web based software platforms SaaS for North American and Indian customers
·
Proven ability to troubleshoot software,
understand customer requirements & workflow and resolve more advanced
issues working within escalation procedures.
·
Good understanding of API, Webhooks, Connectors.
·
Good to have the understanding on at least one
of the programming languages (PHP, Java, Python).
·
Operational support experience - the ability to
capture the user environment during trouble shooting & work towards speedy
and accurate resolutions for client issues.
·
Excellent problem-solving, strong written &
verbal communication and documentation skills
·
Obsessed with customer support and delighting
the customers.
·
Contribute to developing technical content and
IPs such as knowledge base articles, sample scripts, proof of concept,
diagnostic tools.
·
Need to work in the 24/7 Shift
Why Should You Apply?
·
Fast paced environment
·
Accelerated Growth & Rewards
·
Easily approachable management
·
Work with the best minds and industry leaders
·
Flexible work timings

Experience
5 - 10 Years

Employment type
Full Time

Work arrangement
No