Customer Support Executive

• Customer Assistance : Provide prompt and professional assistance to customers via email, phone, chat, and other communication channels, addressing their queries, issues, and requests.
  
• Product Knowledge : Develop and maintain in-depth knowledge of our fintech SaaS platform, staying up-to-date with the latest features, updates, and best practices.
  
• Troubleshooting : Diagnose technical issues and work collaboratively with our technical team to resolve customer problems, escalating more complex issues when necessary.
  
• User Training : Assist customers in understanding how to use the platform effectively, offering guidance, training, and resources as needed.
  
• Documentation : Create and maintain detailed documentation, including FAQs and support articles, to help customers find answers to common questions independently.
  
• Client Onboarding : Support the onboarding process for new clients, ensuring a smooth transition to our platform, and providing guidance to help them get started.
  
• Feedback Collection : Gather customer feedback and insights to relay to the product development team for continuous platform improvement.
  
• Issue Tracking : Use a ticketing system to record and track customer issues, ensuring they are resolved within defined service-level agreements (SLAs).
  
• Communication : Maintain a professional and empathetic tone in all customer interactions, communicating effectively and ensuring a positive customer experience.
  
• Reporting : Generate reports on customer support metrics and performance, sharing them with the management team to make data-driven decisions.

Requirements