Customer Support Specialist/ Senior Customer Support Specialist

Bengaluru, Karnataka, India | Customer Support | Full-time

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Who are we? 

Whatfix is the #1 Digital Adoption Platform (DAP) for Enterprises. We provide large enterprises (Mostly Fortune 1000 companies) with a SaaS platform that helps accelerate product adoption and reduce support/training efforts by providing Contextual and Step by step guidance inside any web application at the exact time a task is being performed.We are disrupting the way Learning content and Application Support are consumed.

The product has redefined the way companies onboard, train, and provide support to users! 

Our fast-growing Customer Success team (India, US, UK, Australia & Germany) of around 80+ members is looking forward to onboard passionate technology enthusiasts to work with Whatfix customers in identifying, resolving, and preventing product issues while using Whatfix. 

As a Customer Support Specialist professional, your primary goal is to work with Whatfix customers in identifying, resolving, and preventing product issues while using Whatfix.

 

What will you get to do?

  • Responsible for providing L1/L2 technical enablement to Whatfix customers/partners for any product issues 
  • Ensure that the customer issues are managed within target Service Level Agreements (SLA) and all the incoming technical and product inquiries are responded to, in a timely, professional and effective manner. 
  • Participate in solution development and publications for the Whatfix knowledge base resources 
  • Report common user issues, suggest product improvements and convey important product feedback 
  • Formulate action plans (technical and operational) for analyzing and resolving reported product issues 
  • Stay updated on all product features- current, new & in the pipeline. Work closely with the Product 

 

Our Ideal Candidate:

  • Comes with 2 to 6 years of Technical & Customer-Facing experience, preferably in a System Engineer, Technical Support, or Product Support role 
  • Preferably someone from Engineering / MCA background
  • Possesses thorough knowledge of Javascript, CSS & HTML 
  • Gets a thrill in solving everyday problems. 
  • That zeal to not let go of a customer without a solution. 
  • Demonstrates impeccable communication and interpersonal skills, and the confidence to work directly with senior executives from large enterprise companies   
  • Flexible to align with customers from the North American (9 PM to 6 AM), European (1 to 10 PM), or A&Z (6 AM to 3 PM) time zones, on a rotational basis 

 

What sets us apart from the rest?

  • With many Fortune 500 companies already onboard as customers, Whatfix has been named among the top 20 B2B tech companies alongside the likes of Adobe, PayPal, and Cisco. 
  • The kind of elite customer base that we have, despite being a mid-sized Indian company is simply unheard of! 
  • With YoY revenue growth of over 300%, we have also been recognized by SaaS Mag as the 17th fastest-growing SaaS company worldwide and 2nd fastest in the country! 
  • We have also been recognized by Gartner as a Global Market Leader in the digital adoption space 
  • Whatfix has been named amongst the Top 5 startups in India by LinkedIn! 
  • Our Customer centricity is evident from a Customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights 
  • This is what our investors have to say - SoftBank|| Sequoia || Stellaris || Cisco || Eight Roads || Helion Ventures 

 

Who are we? 

Whatfix is the #1 Digital Adoption Platform (DAP) for Enterprises. We provide large enterprises (Mostly Fortune 1000 companies) with a SaaS platform that helps accelerate product adoption and reduce support/training efforts by providing Contextual and Step by step guidance inside any web application at the exact time a task is being performed.We are disrupting the way Learning content and Application Support are consumed.

The product has redefined the way companies onboard, train, and provide support to users! 

Our fast-growing Customer Success team (India, US, UK, Australia & Germany) of around 80+ members is looking forward to onboard passionate technology enthusiasts to work with Whatfix customers in identifying, resolving, and preventing product issues while using Whatfix. 

As a Customer Support Specialist professional, your primary goal is to work with Whatfix customers in identifying, resolving, and preventing product issues while using Whatfix.

 

What will you get to do?

  • Responsible for providing L1/L2 technical enablement to Whatfix customers/partners for any product issues 
  • Ensure that the customer issues are managed within target Service Level Agreements (SLA) and all the incoming technical and product inquiries are responded to, in a timely, professional and effective manner. 
  • Participate in solution development and publications for the Whatfix knowledge base resources 
  • Report common user issues, suggest product improvements and convey important product feedback 
  • Formulate action plans (technical and operational) for analyzing and resolving reported product issues 
  • Stay updated on all product features- current, new & in the pipeline. Work closely with the Product 

 

Our Ideal Candidate:

  • Comes with 2 to 6 years of Technical & Customer-Facing experience, preferably in a System Engineer, Technical Support, or Product Support role 
  • Preferably someone from Engineering / MCA background
  • Possesses thorough knowledge of Javascript, CSS & HTML 
  • Gets a thrill in solving everyday problems. 
  • That zeal to not let go of a customer without a solution. 
  • Demonstrates impeccable communication and interpersonal skills, and the confidence to work directly with senior executives from large enterprise companies   
  • Flexible to align with customers from the North American (9 PM to 6 AM), European (1 to 10 PM), or A&Z (6 AM to 3 PM) time zones, on a rotational basis 

 

What sets us apart from the rest?

  • With many Fortune 500 companies already onboard as customers, Whatfix has been named among the top 20 B2B tech companies alongside the likes of Adobe, PayPal, and Cisco. 
  • The kind of elite customer base that we have, despite being a mid-sized Indian company is simply unheard of! 
  • With YoY revenue growth of over 300%, we have also been recognized by SaaS Mag as the 17th fastest-growing SaaS company worldwide and 2nd fastest in the country! 
  • We have also been recognized by Gartner as a Global Market Leader in the digital adoption space 
  • Whatfix has been named amongst the Top 5 startups in India by LinkedIn! 
  • Our Customer centricity is evident from a Customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights 
  • This is what our investors have to say - SoftBank|| Sequoia || Stellaris || Cisco || Eight Roads || Helion Ventures 

Please Note: 

  • We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status
  • We don't believe in keeping the applicants hanging and give very high importance to closing the loop irrespective of the outcome of your application. In case you don't hear from us within 2 weeks of applying for this role, please reach out to Remya on LinkedIn.

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