Customer Success Associate

You will be responsible for

  • Own and drive resolution to customer requests for non-technical questions
  • Interacting with customers and determining knowledge gaps within HappyFox KB
  • Participate in continuous product training to drive improvement in support quality.
  • Editing, posting and the quality of Knowledgebase articles
  • Proactively assist customers by optimizing article content and titles, keeping in mind the searchability for solutions through support center
  • Work with the sales team to assist in activities that include, but not limited to: setting up the application for new customers, solving queries, directing them to relevant knowledge base article and educating them to help themselves, drive community forum engagement
  • Taking ownership of support tickets, adhering to SLAs and Resolution time commitments

Must have

  • Experience working as a Customer Support Associate for about 2-3 years in a technology based B2B organization
  • Have competencies including Procedural and Technical writing, Customer Relations, effective oral and written communication, and Technical Aptitude
  • Knowledge and familiarity with Social Media platforms
  • Ability to manage ticket priorities based on urgency and customer profile
  • Highly motivated, flexible, a team player, and able to produce quality results in a fast-paced environment
  • Excellent organizational and follow-up skills; project management skill is preferred.
  • Experience working with a SaaS based technology product (optional)
  • Worked for a bootstrapped high growth startup (optional)