AppYogi Software - Customer Support Specialist - IT (1-3 yrs)

Job Description :

Roles and Responsibilities :

- Responding to customer queries in a timely and accurate way via email.

- Recommending solutions and guiding product users through features and functionalities.

- Replying to Appstore & Playstore reviews.

- Writing FAQ's for apps.

- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

- 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 with our Product, Sales and Marketing teams.

Requirements :

- Experience as a Customer Support Specialist or similar CS role

- Familiarity with our industry is a plus

- Experience using help desk software.

- Understanding of how CRM systems work

- Excellent communication and problem-solving skills

- Multi-tasking abilities

- Patience when handling tough cases

- BSc in Information Technology or relevant diploma is a plus.