11+ Zendesk Jobs in Bangalore (Bengaluru) | Zendesk Job openings in Bangalore (Bengaluru)

Responsibilities

• Manage incoming calls, chat and emails from customers in a prompt and swift manner

• Identify & assess customer’s needs, clarify information and provide solutions and alternatives wherever applicable

• Manage and resolve customer complaints, escalate to concerned authority when necessary

• Build sustainable relationships and trust with customers through open and interactive communication

• Provide accurate & complete information to improve customer satisfaction leading to noticeable results

• Maintain records of every interaction and forward to concerned team member whenever necessary

Who can apply:

• Graduate from any stream
• 2+ years experience in a customer support role

• Strong Track record of performance 

• Strong listening , written and verbal communication skills

• Customer focus and adaptability to different personality types

• Ability to multitask, set priorities and manage time effectively

• Must be fluent in English, proficiency in other languages is an advantage.

• Familiarity with working Freshdesk/Zendesk/Zoho Desk is desirable 

The role requires you to:

• Answer client queries related to use of Superset software product, on email channel, and largely phone channel
• To understand queries, resolve them by providing ways to achieve use cases using Superset tool
• Ensure customer success by providing timely resolution
• Write documentation and FAQs

About the company we are hiring forHere, we are passionate about helping vacation rental owners and managers

grow their business. Backed by Bessemer Venture Partners, we have grown to the global

leader of short term rental revenue management systems that drive revenue growth. We

attribute our success to our belief that the people are the most important part of a

business, and our commitment to being a fantastic place to work.

It's with that in mind thatit is looking to add a Customer Support Generalist to our

growing team. Working in the CEST time zone and reporting to the Senior Manager of

Global Support, you will have the opportunity to help support our internal teams and

accelerate our growth. We believe in bringing your whole self to work. We are committed to

building a diverse team and embracing an inclusive culture. If you are looking to get in on

the ground floor of a high-growth startup and be a part of a founding team, we’re excited to

chat with you.

Before reading further...

It is passionate about diversity and cultivating our team’s potential. If you’re hungry

for a good opportunity, but don't meet every point in this job description, please apply

anyway!

As our Customer Support Generalist, you’ll be responsible for:

 Supporting our internal Customer Experience Team by fulfilling Partner Requests

 Uploading settings in Bulk for our Partners

 Assisting in Property Management System Migrations

 Adding newly translated articles to our Help Center and updating existing articles

 Collaborating cross-functionally to share and learn from best practices

 Assisting our Customer Success team to prep for Executive Business Reviews

 Assisting our Customer Success team with Booking Reviews

 Providing thoughtful, empathetic, and personalized email communication postimplementation

 Be ready to assist other areas of the business as needed

So what kind of person are we looking for in this role? The person who will be successful

in this role will be:

 Curious: By nature, you have a knack for learning the ins-and-outs of software

 Going: You love going above and for teammates and customers

 Detail Oriented: You have a unique ability to proactively identify and address all

customer concerns and colleague needs with thoroughness and precision.

 Empathetic: You provide thoughtful communication which is the foundation of

strong relationships.

 Outgoing: You are enthusiastic and confident in your ability to quickly connect with

new people

Now that we’ve told you what the job looks like, here are the qualifications we're looking

for in a candidate:

 1+ years of experience working in Customer Support or Service

 Willing and able to work in the CEST Time Zone

 Fluent in Spanish

 Strong communication skill and experience communicating difficult, technical

concepts in a professional and thoughtful way

 An empathetic approach with the ability to understand customer pain points and

genuine desire to help our internal team resolve issues

 A drive to identify creative ways to improve the customer experience and don’t

hesitate to suggest new, out-of-the-box ideas

 The desire to dive into issues and understand what is going on beneath the surface.

You know when something is over your head and are not afraid to ask for help

 Experience balancing multiple tasks and customer needs simultaneously. Ability to

prioritize your workday independently

 Ability to handle working in a fast-paced work environment

 Experience working with software or the ability to learn a wide variety of tools.

 Clear, concise, and effective written and oral communication skills.

 Familiarity with Property Management Systems and/or the vacation rental market

 Advanced Excel knowledge ex. Data matching, Vlookups, etc.

So what can you expect after you apply? Your application will be personally reviewed by a

member of the hiring team and if there is a match in your experience and the role,

you will:

 Have a video conversation with someone on our Recruiting team. This is a high-level

conversation about your experience and interest, but also an opportunity for you to

learn more about us

 Complete a writing assignment

 Meet with our Manager of Global Support for a deeper dive video conversation

 Meet with Director of Special Projects, and Head of Commercial

 Speak with our Co-Founder as a final step

ABOUT US

Established in 2009, Ashnik is a leading open source solutions and consulting company in South East Asia and India, headquartered in Singapore. We enable digital transformation for large enterprises through our design, architecting, and solution skills. Over 100 large enterprises in the region have acknowledged our expertise in delivering solutions using key open source technologies. Our offerings form critical part of Digital transformation, Big Data platform, Cloud and Web acceleration and IT modernization. We represent EDB, Pentaho, Docker, Couchbase, MongoDB, Elastic, NGINX, Sysdig, Redis Labs, Confluent, and HashiCorp as their key partners in the region. Our team members bring decades of experience in delivering confidence to enterprises in adopting open source software and are known for their thought leadership.

THE POSITION

Ashnik is looking for talented and passionate people to be part of technical support team. You will be responsible for solving technical problems to ensure uptime. You will assist customers with their technical issues and questions around specific technology, including configuration and tuning and performance. Successful candidate should understand the importance of ownership of the problem and way to get it solved by leveraging the team in given time.

RESPONSIBILITIES

• Be the First point of contact for support queries
• Be responsible for solving customer queries and tickets in timely manner.
• Communicate with customer and internal team regarding problems reported and solved status in timely and effective manner.
• Log monitoring, event monitoring and resolving tickets in defined SLA.
• Apply updates and patches to keep the software up-to-date in line with organizational policies
• Provide support for installation and configuration.
• Monitor and identify areas of performance improvement
• Identify and write scripts for automating support tasks.
• Communicate effectively internally and with product support team to reproduce, resolve support cases and document them.

ESSENTIAL SKILLS

• Hands-On experience and skills in Linux operating system
• Knowledge of ELK stack or relevant technologies such as SolaR, Splunk etc.
• Good understanding of Indices Mapping , Index management such as archiving, reindexing, sharding etc.
• Good understanding of Analytical data structure and experience in deployment of same in the form of Reports and Dashboards
• Experience in NoSQL or RDBMS technology is desirable
• Python/Node.js or relevant data processing programming experience is preferred.
• Knowledge of Designing and Developing data pipeline using ETL tool such as Elastic Stack.
• Knowledge of real-time data collection with various data sources.
• Experience in deploying scalable Elastic cluster is desirable

QUALIFICATION AND EXPERIENCE

• 2 -4 years of experience in technical support role.
• At least 2+ years experience working across multi-cultural and geographically distributed teams
• Experience in trouble shooting, maintaining and supporting production setup
• Engineering or equivalent degree
• Ability to interact effectively with customers for problem resolution.
• Sense of urgency and ownership to get problems solved in timely manner
• Attention to details.
• Ability to work on multiple tickets/ support cases effectively and to be able to manage the time critical tasks.

LOCATION: Bangalore

Experience: Minimum 2 yrs

Package: upto 8 LPA

• Be part of the customer success team and own a process in user onboarding journey

• Own the Revenue Operations end-to-end for our Customers; helping out Customers from post-sales to program onboarding.

• Ensure good customer experience and execute a feedback loop to improve the related processes

• Understand Crio’s product offerings and customer acquisition process

• Organize and manage work and report progress with CRM/Spreadsheets

• Good communication skills in English and Hindi (optional)

• 1+ years exp of customer handling roles preferred

• Motivation and drive to learn and grow in career

• Problem solving skills to handle work scenarios, take decisions and manage the work in a time effective manner
  
  
  

Making things simple is the most challenging task and that’s what we love to do at Xpresslane. We are an ambitious start-up built by IITM, IIMB and BITS Pilani grads, backed by VCs and Angel investors. We are currently growing rapidly in the market with more than 100 D2C brands and more tech products in the pipeline.

Xpresslane allows online shoppers to complete their purchases within seconds. No passwords, no CAPTCHA, you won't need to fill in your details every time you buy online with Xpresslane checkout. By integrating our plugin, websites can provide one-click checkout to their users, enhancing the online shopping experience at an entirely new level.

We are looking for individuals comfortable in building things from scratch and interacting with founders/entrepreneurs. Exposure to SAAS/tech industries will be a plus.

Key Responsibilities:

• Own customer relationship end to end and maintain ongoing conversation with the clients for continuous feedback
• Establish processes for reducing integration timelines and increasing transparency
• Maintain an advisory role in helping customers get more value from Xpresslane products
• Upsell and cross-sell new product features/products from Xpresslane
• Collaborate with all departments in identifying right solution for customer concerns
• Track the customer conversion metrics
• Maintain high levels of customer satisfaction

Requirements

• 2-4 years of experience in communications, marketing, sales, account management, or customer success
• Bonus - experience working with eCommerce sector
• Excellent interpersonal and communication skills to work across functions in and outside the company
• Self-starter and multi-tasker

• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
• Work with the internal delivery team to ensure delivery quality to exceed client's expectations.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Develop, prepare, and nurture customers for testimonials, references and case studies.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities.
• Ensure billing and collection of the assigned accounts is under control.
• Advocate customer needs/issues cross-departmentally.
• Manage account escalations.

• Proven ability to drive continuous value of solutions/products.
• Familiarity working with clients of all sizes.
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities quickly.