Customer Success Advocate/Senior Customer Success Advocate - IT

Job Title : Customer Success Advocate/Sr. Customer Success Advocate

Location : Bangalore, India

Timings : 4:00 PM To 1:00 AM IST/ 9:00 PM To 6:00 AM IST (Swing/ Night Shift)

Job Summary :

As a Customer Success Advocate, you will be part of a small, highly skilled team responsible for delivering superior 24x7 service and support to Client's customers globally. If you are highly energetic, have a passion to help global customers, possess excellent written and oral communication skills, along with solid technical/programming capabilities, we have an exciting role for you.

Primary Responsibilities :

- Provide superior service and support to the Cleint's customer base

- Interact with customer via phone, email or chat to understand their specific requirements

- Program and QA minor changes to customer websites per their requirements

- Answer questions and queries customers have regarding Client's products and services

- Troubleshoot and fix issues with the customer's website infrastructure or digital marketing products/tools

- Provide ongoing, regular updates to customers to keep them appraised of progress toward solution

- For more complex requirements, escalate to the next level to get them addressed, while maintaining ownership of the ticket and communication with customers

- Work with Client's customer success managers and product team to identify and prioritize issues and enhancements which need to be taken up by the Product Team

- Document each customer interaction using our ticket management system

- Focus on achieving customer's expected outcomes leading to highly satisfied customers

- Meet or exceed internal and external service level agreements (SLA)

- Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support

- Support team members when necessary

- Participate in rotational off hours and on call support on weekends and holidays

Required Skills/Experience :

- 2 - 3 years in front end programming building websites including HTML, CSS, Javascript, testing/debugging, and browser tools

- Strong customer empathy and customer handling skills

- Excellent written and oral communication skills

- Excellent interpersonal skills

- Analytical problem solver with critical thinking capability

- Capability to multi-task

- Willingness to work during US working hours