Customer Support Executive

Position Overview:

As a Customer Support Executive at MProfit, you will be a crucial part of our mission to provide exceptional customer service and support to our clients. You will interact with our diverse customer base, assisting them with inquiries, resolving issues, and ensuring they have a positive experience using our wealth-tech solutions.

Roles and Responsibilities:

Customer Assistance: Provide prompt and professional assistance to customers via email, phone, chat, and other communication channels, addressing their queries, issues, and requests.
Product Knowledge: Develop and maintain in-depth knowledge of our fintech SaaS platform, staying up-to-date with the latest features, updates, and best practices.
Troubleshooting: Diagnose technical issues and work collaboratively with our technical team to resolve customer problems, escalating more complex issues when necessary.
User Training: Assist customers in understanding how to use the platform effectively, offering guidance, training, and resources as needed.
Documentation: Create and maintain detailed documentation, including FAQs and support articles, to help customers find answers to common questions independently.
Client Onboarding: Support the onboarding process for new clients, ensuring a smooth transition to our platform, and providing guidance to help them get started.
Feedback Collection: Gather customer feedback and insights to relay to the product development team for continuous platform improvement.
Issue Tracking: Use a ticketing system to record and track customer issues, ensuring they are resolved within defined service-level agreements (SLAs).
Communication: Maintain a professional and empathetic tone in all customer interactions, communicating effectively and ensuring a positive customer experience.
Reporting: Generate reports on customer support metrics and performance, sharing them with the management team to make data-driven decisions.
Qualifications:

Bachelor's degree in Business, Finance, or a related field (preferred).
1 - 3 years of proven experience in customer service, preferably in the fintech industry or SaaS industry.
Exceptional communication skills, both verbal and written.
Strong problem-solving abilities and a customer-centric mindset.
Strong understanding of financial technology and SaaS platforms.
Knowledge of financial regulations and compliance.
Familiarity with CRM/Helpdesk software like FreshDesk, ZohoDesk, ZenDesk, etc.
Technical knowledge, including understanding and explaining technical concepts to non-technical users.
Job Types: Full-time, Permanent

Pay: Up to ₹300,000.00 per year

Schedule:

Day shift
Fixed shift
Education:

Bachelor's (Preferred)
Experience:

total work: 1 year (Preferred)
Customer service: 1 year (Preferred)
Language:

English (Preferred)
Work Location: In person

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