The Role
Responsibilities
- Provide swift resolutions to diverse customer inquiries across 24x5 shifts, ensuring consistent support coverage.
- Deliver prompt, high-quality courteous, timely responses/support across all support channels (email, chat, slack, video) Provide outbound video call support to customers as requested
- Utilize internal documentation and develop comprehensive product knowledge to effectively handle general inquiries, integrations, API issues, and other technical troubleshooting for Sprinto.
- Proactively identify trends and surface to relevant teams. Report missing knowledge articles, HelpCenter articles, or other required edits to Senior Specialists or Managers
- Stay updated on product developments, policy changes, known issues, user feedback, and a comprehensive understanding of the compliance domain, Sprinto product, and supported integrations.
- Proactively identify and address outages or critical issues, ensuring timely communication with engineers and managers. Track and report customer feedback to relevant stakeholders for continuous improvement.
- Contribute to support-related documentation, processes, and workflows, leveraging expertise in Sprinto to translate complex technical concepts into clear and effective communication for customers.
- Train the new team members as we scale.
Requirements
- You enjoy setting a high bar on Customer Experience. Getting a "wow" response from a customer would make your day!
- You have at least 4-6 years of experience in a B2B SaaS/Software product company
- Proficiency in Cloud infrastructure providers Change management solutions. Possessing any Cloud Certification will earn you brownie points.
- You understand cloud technology well - words like S3 bucket, DB encryption, and Virtual Private Cloud mean something to you.
- A knack for investigating unexpected technical issues adeptly supports a global customer base in a 24/5 environment and thrives in fast-paced, high-energy settings as a quick learner.
- Strong English communication skills, both written and spoken, coupled with a proactive approach to daily tasks.
- You possess strong prioritization skills and excel in supporting a diverse global customer base through various channels, including tickets, chats, and video calls.
- You are systematic and organized - you like to keep things clean, including the helpdesk inbox.
- Experience with Freshdesk, JIRA, or other ticketing systems is a plus.
Benefits
- Remote First Policy
- 5 Days Working With FLEXI Hours
- Group Medical Insurance (Parents, Spouse, Children)
- Group Accident Cover
- Company-Sponsored Device
- New skill development reimbursement