Analyst - Client Service (1-3 yrs)

We are looking for an experienced client service analyst to join our team. The client service analyst at impress.ai will be manning the support team of the company by handling client/candidate queries related to the platform and resolving them efficiently. The role will entail supporting impress.ai's growing portfolio of clients across the globe including the US, Singapore, and India, with accelerated opportunities for growth for those performing well.

Responsibilities:

Be part of the client service team that does the following tasks:

- Handling client/candidate queries related to the impress.ai platform and resolving them within the defined SLA.

- Ensure issues are identified, tracked, escalated, reported on, and resolved in a professional and timely manner.

- Follow up on queries and ensure that the issues are resolved.

- Providing feedback and suggestions to improve the candidate support workflow.

- Assist Operations Analysts in documentation tasks.

- Collaborating with the relevant departments to better address client needs.

- Providing an initial level of troubleshooting for the technical issues raised by the client(s) and the candidate(s).

- Analysis of issues and support queries to identify opportunities for improvement for the company/product.

- Providing regular updates to higher management for upselling company products where possible.

- Maintaining a detailed and accurate record of all client details and communication in Confluence

You Bring to the Table:

- Proficiency in Microsoft / Google tools such as Excel/Sheets, Word/Docs, and PowerPoint/Slides is mandatory.

- Proven work experience of at least 1-2 years as a Client Service Analyst.

- A background in Computer Engineering or related fields is preferred, but not mandatory.

- Basic technical proficiency and proficiency in JIRA is preferred but not mandatory.

- Familiarity with CRM systems and practices (Freshdesk) will be an added advantage.

What We Are Looking For:

- Excellent written and verbal communication skills in English.

- Ready to work in shifts and on weekends.

- Willingness to commit a minimum of 2 years with the company.

- Exceptional customer service skills.

- Excellent interpersonal skills.

- Good documentation skills.

- Good problem-solving and analytical skills.

- Attention to detail with an ability to work autonomously and with appropriate reference to colleagues.

- Ability to collaborate across multiple teams on complex projects.

- Have a can-do attitude and willingness to go the extra mile to deliver results.

Our Benefits:

- Work with cutting-edge technologies like Machine Learning, AI, NLP and learn from the experts of their fields in a fast growing international SaaS startup. As a young business, we have a strong culture of learning and development. Join our discussions, brown bag sessions and research-oriented sessions.

- Work environment where you are given the freedom to develop to your full potential and become a trusted member of the team.

- Opportunity to contribute to the success of a fast-growing, market-leading product.

- Work from home setup and all the peripherals you need to succeed in our remote working package.

- Work is important, so is your personal well being. The work culture at impress.ai is designed to ensure a healthy balance between the two. impress.ai provides several benefits such as health insurance with no waiting period including spouse and children, vaccination support, paid maternity and paternity leaves.

- We help you to set up the home office during work from home, pay your internet bills, and offer PF.

- Diversity and Inclusion are more than just words for us. We are committed to providing a respectful, safe, and inclusive workplace. Diversity at impress.ai means fostering a workplace in which individual differences are recognized, appreciated, and respected in ways that fully develop and utilize each person's talents and strengths. We pride ourselves on working with the best and we know our company runs on the hard work and dedication of our talented team members. Besides having employee-friendly policies and benefit schemes, impress.ai assures unbiased pay purely based on performance.