Product Support Associate

We provide Software-As-A-Service for business communication to small businesses worldwide. Over 1,800,000 companies in 239 countries use Sonetel. We focus on quality, business functionality, automation and simplicity.

The job involves working in a challenging start-up environment requiring a fast paced, flexible and adaptive approach towards methods, processes and techniques used in customer support and sales. Interact with customers globally in more than 200 countries on a day-to-day basis. Solve basic technical problems. Engage with customers to drive sales.

Requirements

As a Product Support Associate at Sonetel's Global Customer Service team, you would:

• Guide/ inform customers on how to use our product and services
• Resolve customer questions and complaints
• Communicate problem fixes and updates
• Document all customer communication on email/ voice/ chat and progress status in our customer relationship management system
• Escalate problems to appropriate channels and follow up on resolutions
• Increase customer satisfaction and build loyalty by providing amazing, personalized customer support
• Identify potential gaps and problems in customer experience, feed customer inputs and suggestions for product and service improvements to relevant teams
• Help internally by sharing knowledge, contributing to blog posts, experimenting with new innovations, and discussing best practices.
  
  
  

You should be someone who:

• Believes in creating long-term relationships with customers, using their questions as opportunities
• Likes analysing problems logically and thoroughly
• Are a Graduate/ Post-graduate, with 1 year of experience in online Customer Support in an International Voice Process / Chat Process
• Has very good and accent-neutral communication skills in English
• Has customer-centric skills like sensitivity, empathy and problem-solving to be happy and keep customers happy
• Is a good team player with high integrity and a strong work ethic
• Enjoys working in a dynamic, fast-paced start-up environment under minimal supervision, learning quickly, adapting well to change, and delivering quick results
• Is open to a flexible schedule (night, weekend & holiday shift schedules)
• Has a basic understanding and of what is internet, browser, and internet calls. For example, you know and understand the terms HTML, browser, cache & cookies, internet calls, chat widget etc. (Good to have)

Benefits

Work from anywhere, incentives with no upper cap, allowances, best-in-the industry health benefits, 30 paid leaves credited on pro-rata and many other benefits.

Sonetel provides a Software-As-A-Service for business communication to small businesses worldwide. Over 1.9 million companies in 239 countries use Sonetel. We focus on quality, business functionality, automation and simplicity.

Sonetel has been listed in the top 50 fastest growing tech companies in EMEA and is listed in First North, NASDAQ.

Sonetel's Research & Development team in India develops and manages the Sonetel Phone System and AI platform. Sonetel's Global Customer Service team is based in India as well.

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