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19 SuperProcure Jobs

Customer Support - Trainee (SaaS)

0-1 years

Kolkata

1 vacancy

Customer Support - Trainee (SaaS)

SuperProcure

posted 1d ago

Job Role Insights

Flexible timing

Job Description

Department : Customer Support & Success Team

Job Summary - We are looking for a Customer Support - Trainee who will be responsible for customer software adoption and support

Key Responsibility Areas

1. Client Support:

  • Monitor and provide prompt assistance to clients via various communication channels, including phone, email, and live chat.
  • Troubleshoot & provide step-by-step instructions or solutions to resolve client tickets.
  • Act as a liaison between clients and internal teams, escalating complex issues or feedback as necessary to ensure timely resolution.
  • Guide clients in the effective use of SP digital logistics platform, addressing inquiries related to account setup, navigation, features, and functionalities.

2. Customer Success - Adoption Enhancement:

  • Monitor user adoption and clients KPI adherence across the platform.
  • Proactively engage users through review meetings to drive product adoption & driver value.
  • Continuously strive to enhance the client experience by identifying opportunities for process improvements.
  • Implement strategies for enhancing user engagement and satisfaction.
  • Foster a positive user experience by providing timely and effective support.

3. User Account Configuration:

  • Configure user accounts in the system based on individual requirements.
  • Ensure accurate and seamless onboarding processes for new users.
  • Collaborate with cross-functional teams to address user configuration needs.

4. Training and Onboarding:

  • Assist in the creation of support documentation and tutorials to empower clients in self-service troubleshooting and onboarding.
  • Conduct comprehensive user training sessions via phone calls and emails.
  • Facilitate a smooth onboarding process, ensuring users have necessary knowledge and resources.
  • Respond promptly to user inquiries, providing clear and concise guidance.

5. Monitoring and Reporting:

  • Monitor user adoption levels and identify areas for improvement.
  • Generate reports on user engagement, identifying gaps and proposing solutions.
  • Collaborate with internal teams to implement strategies for improving user adoption.
  • Maintain accurate and detailed records of client interactions and inquiries

6. Product and Customer Growth:

  • Collaborate with cross-functional teams, including product development and sales, to communicate client feedback and contribute to product enhancements.
  • Stay updated on product updates, industry trends, and best practices to provide informed assistance and support to clients.
  • Foster good relations with customers to maintain product ratings and referral for new clients.
  • Identify growth opportunities for further digitalisation at existing clients.

Qualifications:

  • Bachelor's degree in engineering, business administration, logistics, supply chain management, or a related field preferred.
  • Good in Excel and / or Presentation.
  • Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to non-technical clients.
  • Strong problem-solving abilities and a proactive approach to resolving client issues and inquiries.
  • Any past experience with basic technical troubleshooting, logistics software, CRM tools, help desk, similar client facing role, is a plus.
  • Willingness to work flexible hours as needed to support client business needs.


Preferred Skills & Attitude:

  • Take ownership of work assigned and persistence to closure.
  • Quick learner and internal drive for continuous improvement.
  • Experience or interest in software or technology-related customer support.
  • Exceptional interpersonal skills and the ability to empathize with clients' needs and concerns.
  • Detail-oriented with excellent organizational skills and the ability to manage multiple priorities effectively.
  • Knowledge of best practices in user training and adoption strategies

Employment Type: Full Time, Permanent

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What people at SuperProcure are saying

What SuperProcure employees are saying about work life

based on 78 employees
84%
74%
75%
100%
Flexible timing
Monday to Friday
No travel
Day Shift
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SuperProcure Benefits

Job Training
Work From Home
Team Outings
Cafeteria
Free Food
Health Insurance +6 more
View more benefits

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