Support Executive

Sunbots Innovations LLP, a leader in developing accessible technology solutions for the visually impaired, is looking for a dedicated Support Executive to join our team. This role is crucial in providing top-notch customer service and technical support for our SmartOn device and its associated applications. As a Support Executive, you will be the frontline contact for our users, ensuring their experiences are positive and empowering. Your role will directly contribute to our mission of enhancing accessibility and improving the lives of the visually impaired through technology.

 

Responsibilities

• Provide timely and empathetic support to customers via phone, email, and live chat, addressing their queries and concerns regarding our products.
• Troubleshoot technical issues related to our SmartOn device and applications, offering clear and concise solutions to customers.
• Maintain detailed records of customer interactions, transactions, comments, and complaints, ensuring a high level of customer satisfaction.
• Collaborate with the product development team to relay customer feedback and insights, contributing to the continuous improvement of our products.
• Stay informed about our product features, updates, and troubleshooting procedures to provide accurate support and information to customers.
• Coordinate with the sales and marketing teams to assist in customer outreach and engagement initiatives.
• Develop and maintain a comprehensive knowledge base and FAQ section for our website, enabling customers to find answers to common questions efficiently.
• Participate in training sessions to improve your product knowledge and customer service skills continually.

Qualifications

• Proven experience in customer support, technical support, or a similar role, preferably in the tech industry.
• Strong understanding of customer service practices and principles, with an ability to handle sensitive issues with empathy and patience.
• Excellent communication and interpersonal skills, with fluency in English and the ability to convey technical information in an easily understandable manner.
• Technical aptitude and the ability to quickly learn about new products and features.
• Problem-solving skills, with a detail-oriented approach to addressing customer issues.
• Proficiency in using customer service software, databases, and tools.
• A passion for technology and a strong desire to make a difference in the lives of the visually impaired through your work.

What We Offer

• The opportunity to be part of a mission-driven organization that is making a tangible difference in the world.
• A supportive and collaborative work environment where your contributions are valued.
• Professional development opportunities in a growing company at the intersection of technology and social impact.
• Competitive salary and benefits package, recognizing the importance of the Support Executive role in ensuring customer satisfaction and loyalty.