Customer Service Excellence: Strong communication and interpersonal skills
Technical Aptitude: Basic understanding of SaaS applications, troubleshooting, and ticketing tools
Problem-Solving: Ability to analyze customer concerns and provide logical solutions
Time Management: Ability to handle multiple queries efficiently while meeting SLAs
Requirements:
Serve as the initial contact for customer queries via email, chat, or phone, respond using knowledge base and SOPs, and log interactions in HubSpot.
Identify and escalate complex issues to Tier 2 and collaborate with Technical Support and Product teams to ensure timely resolution.
Maintain professionalism and empathy in all interactions, ensure compliance with SLAs, and gather customer feedback to improve usability and support processes.
Stay updated with Flydocs product updates, contribute to internal knowledge bases, and participate in training sessions.
Job description
This is a remote position.
Customer Experience Tier 1 Hybrid role: Travel may be required as per business needs. 1. Customer Interaction & Issue Resolution
•Serve as the initial contact for customer queries via email, chat, or phone.
•Understand customer concerns and provide prompt responses using knowledge base and standard operating procedures.
•Troubleshoot common product issues, guiding customers through basic resolutions.
•Accurately log customer interactions and issues in hubspot.
2. Escalation & Collaboration
•Identify and escalate complex issues to Tier 2 when needed.
•Work closely with cross-functional teams, including Technical Support and Product teams, to ensure customer concerns are addressed efficiently.
•Follow up on unresolved customer cases, ensuring timely resolution and customer satisfaction.
3. Customer Experience & Service Excellence
•Maintain a high level of professionalism and empathy in all interactions.
•Ensure compliance with SLAs (Service Level Agreements) for response and resolution times.
•Gather customer feedback and provide insights to improve product usability and support processes.
4. Knowledge Management & Continuous Learning
•Stay updated with flydocs product updates, new features, and system changes.
•Contribute to internal knowledge bases and FAQs to improve first-contact resolution.
•Participate in training sessions and skill enhancement programs.
Requirements
Essential Skills:
Customer Service Excellence: Strong communication and interpersonal skills to engage with customers effectively.
Technical Aptitude: Basic understanding of SaaS applications, troubleshooting, and ticketing tools.
Problem-Solving: Ability to analyze customer concerns and provide logical solutions.
Time Management: Ability to handle multiple queries efficiently while meeting SLAs.
Preferred Skills
flydocs platform
Experience in the aviation or SaaS industry is a plus.
Familiarity with CRM tools.
Basic understanding of data handling and reporting.
