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Customer Support Associate

72% Flex
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
India

Offer summary

Qualifications:

B Tech / BE in computer science or a related field, 3+ years of Product Support / Technical Support experience at a fast-growing tech startup, Impeccable English writing skills, Solid technical knowledge.

Key responsabilities:

  • Provide technical support for Writesonic customers and resolve technical issues
  • Monitor feedback, create documentation, develop relationships with clients, analyze data analytics for improvements
  • Collaborate with product teams to meet customer needs, participate in product development
  • Assist sales team and manage customer satisfaction targets
Writesonic logo
Writesonic https://writesonic.com
11 - 50 Employees
About Writesonic
Writesonic is revolutionizing the landscape of content creation and customer experience, serving as your reliable companion in crafting captivating content and developing powerful AI chatbots. Our platform combines the power of AI and creativity to provide a comprehensive suite of tools for Content Creation, Audio Generation, and Image Crafting. We empower everyone to write anything, publish anywhere, and optimize their content with unparalleled ease. Our robust AI chatbot builder, Botsonic, seamlessly integrates with platforms such as Slack, WhatsApp, Telegram, and FB Messenger, ensuring uninterrupted omnichannel conversations. It also offers a Human Hand-off feature, facilitating smooth transitions from bot to human interactions. With our Zapier integration, we automate tasks and streamline workflows, enhancing customer engagement. Botsonic is GDPR-compliant, promising secure customer interactions. Together, our suite of tools aims to redefine content generation and customer experience, making Writesonic your one-stop solution for all your digital needs. Our customers love us, as evidenced by the 5000+ 5-star reviews on G2, TrustPilot, and Capterra. Backed by Y Combinator, HOF Capital (investors in Uber, Stripe, Alibaba, UiPath, Klarna), Rebel Fund (team includes founders of Instacart, Reddit, and Cruise), Soma Capital (investors in Deel, Rippling, Razorpay, Lattice, coda, Rappi), Broom Ventures, Amino Capital (investors in Zoom, Webflow, Rippling) and some of the best angels from different industries.
See more Writesonic offers

Job description

Logo Jobgether

Your missions

We are looking for a Customer Support Specialist to join our growing team. The Customer Support Specialist will be responsible for assisting customers and facilitating their use of the Writesonic platform. This position requires a combination of technical and customer service skills, as well as the ability to think critically and solve problems.

What you'll do

  • Provide technical support for Writesonic customers, including troubleshooting, answering customer inquiries, and resolving technical issues.
  • Monitor customer feedback and act on customer feedback to improve the customer experience.
  • Support global customers and users via chat, email, web and social media channels
  • Create and maintain technical documentation for customer use.
  • Develop and maintain knowledge base articles and FAQs related to product use.
  • Collaborate with product teams to ensure customer needs are met.
  • Participate in product development and testing to ensure customer satisfaction.
  • Develop customer relationships and ensure customer satisfaction.
  • Analyze data analytics from customer reported issues to identify patterns and work with product engineering teams to improve customer experience and retention
  • Adhere and exceed customer satisfaction targets and ticket resolution SLA’s, improve NPS
  • Assist sales team to up-sell / cross-sell
  • Work closely with the leadership to help shape and implement our overall customer experience strategy
  • Be proactive, Investigate and resolve escalated customer issues, ensuring we're adhering to our team's mission of building lasting relationships with our customers.

Required Skills and Qualifications
  • B Tech / BE in computer scie
  • nce or a related field
  • 3+ years of Product Support / Technical Support experience at a fast-growing tech startup
  • Impeccable English writing skills.
  • Solid technical knowledge.
  • Excellent customer service skills.
  • Ability to think critically and solve problems.
  • Great instincts for how to represent Writesonic publicly

Here's why you'll love working with us:
  • We are fully remote and our team members work flexibly.
  • We always encourage our team members to take initiative. They set their own tasks & deadlines.
  • Just like our AI writing assistant, we too, work in a fast-paced environment.
  • You'll get ample space to showcase your creativity & experiment.
  • We believe in working together instead of following a long chain of command

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Knowledge Base DevelopmentTechnical EnablementData AnalyticsProduct DevelopmentSales

Soft Skills

  • Customer Service
  • Critical Thinking
  • Problem Solving
  • Proactive Mindset
  • Team Collaboration
Are you interested?

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