Job Description

Roles and Responsibilities :

- Purpose to help users to understand the product through live chat/ voice call.

- Become an expert in our product, effectively identifying and matching the right solutions for each query.

- To Identify the challenges of users and coach them to correct errors through live chat/ voice.

- To deliver interactive training by guiding them to the right resource from the resource library.

- Update knowledge and skills as new products release and new use cases are applied in the customer landscape.

- Ask customers targeted questions to quickly understand the root of the problem.

- Track product-related issues through to resolution, within agreed time limits.

- Talk clients through a series of actions, either via phone, email or chat, until they- ve solved a technical issue.

- Properly escalate unresolved issues to appropriate internal teams (e.g. PSE and software developers).

- To assist customers on various issues relating to the account, catalogue, order management, themes, extensions.

- Provide prompt and accurate feedback to customers.

- Refer to internal database or external resources to provide accurate tech solutions.

- Ensure all issues are properly logged.

- Prioritize and manage several open issues at one time.