Customer Support - Trainee (SaaS)

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

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