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6 Referralboard Jobs

Customer Support Representative

Referral Board

3-4 years

Bangalore / Bengaluru

1 vacancy

Referralboard

posted 6d ago

Job Role Insights

Key skills for the job

Software Configuration Management Finance Medical Billing Cloud Services Key Account Management Customer Experience Management

+ 2 more

Job Description

What is The Role:

The Elastic Support team is seeking a Customer Support Representative to join a growing and ever-evolving team of rock stars. As we are a distributed team and company, your location can virtually be anywhere. Its imperative that you enjoy working from home, or an unaffiliated co-working space if you do not live adjacent to an Elastic workplace, and have a strong sense of self-direction.

What You Will Be Doing:

An important part of our help to customers includes questions around billing, account management, and similar topics. Our customers also come to us with less-complex technical issues critical to the customer experience. This role and team is focused on those topics, and more, including:

Working directly with customers and internal teams via cases, chat, and web conferencing to understand and resolve issues found in accounts, billing, platform access, and partner integrations
Becoming a subject matter authority on partner account billing details and technical processes
Performing deep analysis across many business systems for any issues related to accounts, billing, and subscription management
Collaborating with internal technical, development, and financial teams, owning all external communication with customers
Educating our customers on various aspects of their cloud-based accounts
Understanding and helping us improve our business systems and processes to avoid customer issues
Uncovering enhancements we can make to our customer experience
Communicating trends to Team Leads, Management, and Development to improve our offerings
Contributing to our knowledge base to drive an ever-improving customer experience

What You Bring Along:

A high level of passion and pride in your work, a hunger to learn, and you view change and challenges as opportunities to make things better
Experience in a fast-paced, high-growth, global environment and you are no stranger to building and optimizing the processes to keep us growing without stumbling. In fact, youre stoked to share some of the significant improvements youve made in past situations with us
Strong ability to independently prioritize and handle your work in a distributed, dynamic, fast-paced environment
Working understanding of technical troubleshooting practices related to Cloud-based services and/or business systems
Problem-solving skills
Strong English skills, both written and verbal
3+ years of relevant work experience

Bonus Points:

Experience with Cloud services in a SaaS environment
Shown success delivering on cross-functional initiatives
Experience with business-to-business accounts and billing
Proven record of handling high-visibility customer critical issues to successful conclusion.

Employment Type: Full Time, Permanent

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