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Senior Associate, Customer Service
Fourkites
posted 5mon ago
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Flexible timing
Key skills for the job
Job Description
We are seeking a highly motivated and experienced analysts to join our dynamic team. The ideal candidate will be the go-to resource for understanding our product, providing exceptional support, and ensuring customer satisfaction. This role requires a blend of technical knowledge, problem-solving skills, and a customer-first attitude to effectively address and resolve customer issues.
What youll be doing :
Product Expertise:
- Become a product expert and serve as the primary resource for understanding our product s functionality and features.
Customer Support:
- Provide high-quality support via phone, email, and chat to help customers troubleshoot and resolve any issues.
- Educate and support internal users, reducing reliance on support by passing on product knowledge.
- Conduct user acceptance testing (UAT) on new product releases.
Process Improvement:
- Identify and recommend process improvements to enhance customer satisfaction and operational efficiency.
- Partner with our engineering team to detect and fix bugs before they impact our customers.
- Proactively provide feedback to the product team on opportunities for product improvements.
Collaboration:
- Work in coordination with the sales and customer success teams to provide product-based support and ensure seamless customer experience.
- Follow standard procedures for proper and timely escalation of unresolved issues to appropriate internal teams.
Training and Demonstrations:
- Provide training and demonstrations to internal and external customers, ensuring they are well-versed with our product.
- Conduct product training sessions to enhance product understanding among users.
Data Analysis and Reporting:
- Extract, analyze, and report on data to identify trends and areas for improvement.
- Utilize knowledge of database tables, SQL, web services, and APIs to support technical troubleshooting.
Customer Focus:
- Maintain a customer-first attitude with a strong sense of empathy and excellent follow-up skills.
- Demonstrate the ability to troubleshoot complex issues and find creative solutions.
- Stay flexible and adaptable in a fast-paced and changing technical environment.
Team Collaboration:
- Act as a supportive team player, sharing newly learned knowledge and filling in for colleagues as needed.
- Show superior time management, organizational skills, and attention to detail.
Who you are:
- Experience: 3-5 years of relevant hands-on product support experience with global customers.
- Education: Bachelor s degree; knowledge of logistics is desirable.
- Communication: Fluent in English with excellent listening, verbal, and written communication skills; ability to communicate in a foreign language is a plus.
- Technical Skills:
- Ability to extract, analyze, and report on data.
- Knowledge of database tables and SQL.
- Familiarity with cloud software, developer tools, web services, and APIs.
- Knowledge of common data formats such as JSON and XML.
- Experience in SaaS or other tech startups is a plus.
- Attributes:
- Demonstrated technical knowledge and eagerness to learn new skills.
- Strong critical thinking and problem-solving skills.
- Highly detail-oriented with a focus on quality.
- Self-starter who seeks out challenges and is flexible.
- Ability to organize and create structure out of ambiguous problems
Employment Type: Full Time, Permanent
Functional Areas: Banking/Insurance
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People are getting interviews at Fourkites through
People are getting interviews through
(based on 9 Fourkites interviews)
Campus Placement
Referral
Job Portal
Company Website
45%
22%
22%
11%
Moderate
Confidence
?
Moderate Confidence means the data is based on a sufficient number of responses received from the candidates
What people at Fourkites are saying
Senior Associate salary at Fourkites
reported by
1
employee
with 10
years exp.
₹20.7
L/yr - ₹26.4
L/yr
156%
more
than the average Senior Associate Salary in India
View more details
What Fourkites employees are saying about work life
based on 56 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Fourkites Benefits
Team Outings 
Work From Home 
Soft Skill Training 
Health Insurance 
Cafeteria 
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