Customer Support Specialist

Provide high quality support to users through calls, chats, and emails.
Maintain short turnaround time in resolving user queries, and high adherence to SLAs.
Troubleshoot user queries using Product Knowledge, and Analytical skills
Guide users on navigating the platform; Create Product help videos and user guides for self-serve onboarding and troubleshooting
Collaborate with Product, Technology and Account Management teams to understand and resolve user issues
Analyze recurring user queries & issues to formulate suggestions for Product & Technology team to work on.
Uphold a professional and empathetic approach in all user interactions, building trust and user satisfaction.

Knowledge of reimbursement policies and approvals, and reimbursement accounting process is a plus.