Customer Success Associate

Summary

As a Customer Success Associate team member you will be directly responsible for assisting our customers with technical problems when using our products and services along with onboarding , Implementation, Adoption, configuration with an excellent customer service oriented mindset. This is an exciting opportunity for those who are curious, diligent, and want to learn and develop their professional skills within a fast-growing start-up.

The ideal candidate will be experienced in resolving customer queries, recommending solutions and guiding product users through features and functionalities. We expect you to be a reliable professional, and an excellent communicator who's able to earn our clients' trust. Your overarching goal is to ensure an enjoyable experience for everyone using Avoma.

The scheduled shift for this role will be:

• 8 pm-4 am IST

• 6 pm-3 am IST

to ensure crossover working hours with the US. The shift will be rotated.

• Respond to customer queries in a timely and accurate way, via phone, email or chat, then identify their needs and help them use specific features, or properly elevate unresolved queries to the next level of support.

• Managing VSMB customers (onboarding , Implementation, Adoption, configuration)

• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

• Update our internal databases with information about technical issues and useful discussions with customers

• Monitor customer complaints on social media and reach out to provide assistance

• Share feature requests and effective workarounds with team members

• Follow up with customers to ensure their technical issues are resolved

• Gather customer feedback and share with our Product, Sales and Marketing teams

Requirements

What you need to be successful in the role (Qualifications)

• Proven professional experience as a Customer Support Specialist or similar CS role, ideally 4+ years of experience.

• Experience using help desk software and product management tools.

• Understanding of how CRM systems work like Hubspot, Salesforce etc.

• Excellent communication and problem-solving skills

• Patience when handling tough cases

• Proficiency in the English language, both written and verbal, sufficient for success in a remote and largely asynchronous work environment

• BSc in Information Technology or relevant diploma

• Comfort working in a highly agile, intensely iterative software development process

• Positive and solution-oriented mindset

• An inclination towards communication, inclusion, and visibility

• Demonstrated ability to work closely with other parts of the organization

• Ability to thrive in a fully remote organization

• Knowledge of Artificial Intelligence technologies and tools

Benefits

• What you get from Avoma (Benefits)

About Avoma

• Avoma is an intelligent meeting assistant for teams looking to automate some of the common tasks required for customer-focused meetings. We leverage NLP and machine learning to summarize meeting notes and extract key topics and action items discussed. All of this data automatically syncs back into their CRM. This helps to save end users time and focus on what matters most, their customer interactions.

• We are a venture-funded early-stage startup, have 1000+ paid businesses, and are growing consistently month over month.