1. Customer Assistance: Respond promptly and professionally to customer inquiries via various channels such as email, chat, and phone. Understand customer concerns and provide accurate and timely resolutions or escalate them to the appropriate teams
2. Technical Troubleshooting: Diagnose and troubleshoot technical issues reported by customers, including software bugs, performance problems, and compatibility errors. Collaborate with the development and QA teams to resolve complex technical issues.
3. Product Knowledge: Develop a deep understanding of our SAAS product and its features to effectively guide customers in utilizing the software and resolving issues. Stay updated with product updates, enhancements, and new releases.
4. Documentation and Training: Create and update knowledge base articles, FAQs, and troubleshooting guides to empower customers to find solutions independently. Conduct training sessions and webinars to educate customers about product functionality and best practices.
5. Customer Advocacy: Act as the voice of the customer within the organization. Advocate for customer needs and provide feedback to the product management and development teams to drive product improvements and enhancements.
6. Customer Satisfaction: Ensure customer satisfaction and maintain high-quality service standards. Monitor customer feedback and take proactive measures to address concerns and improve overall customer experience.
7. Collaboration: Collaborate with cross-functional teams including sales, product management, and engineering to ensure smooth communication and coordination. Share customer insights and feedback with relevant teams for continuous improvement.
Requirements:
1. Experience: A maximum of 1-2 years of experience in customer support or related roles, preferably in a SAAS environment, is highly desirable. (If you have more than 2 years of experience, kindly refrain from applying. We are looking to fill in a junior position only)
2. Technical Proficiency: Familiarity with SAAS products and cloud-based technologies is a plus
3. Communication Skills: Excellent written and verbal communication skills. Ability to explain complex technical concepts clearly and concisely to non-technical customers
LateShipment.com was founded in 2012, in Orlando, Florida with the mission of creating more trust and transparency in the shipping and logistics space. Our unique product and the tremendous value it has consistently offered to our customers have seen us rapidly expand to having customers from 30+ countries around the world including the US, Canada, and Western Europe. We collectively track and audit >15 million packages on behalf of our customers every year and this constitutes possibly the largest independent data set of carrier-independent shipment information.
