Job Description

Customer support executive JD Position Name: Customer support executive Job Brief This is a junior-level role in the customer support and implementation team. We are looking for an immediate joiner open to work from both office and travel onsite when required. Preferably with prior experience in providing customer support for a software application and interacting with parents. Looking for a kind person who loves to help others and has a sharp mind to understand customer challenges and business processes. About The Firm NVS Travel Solutions caters to over 30+ schools and corporations which include thousands of employees and parents resulting in over 20000+ users. Our application is also used by over 1000+ blue-collar stakeholders like site supervisors, drivers, and attenders. We pride ourselves on providing top-notch customer support, even though we are focused on building new technology solutions for transportation and are rapidly expanding to top schools, corporations, and new cities. Job Responsibilities Key Responsibility areas (KRAs) SLA and process adherence Customer satisfaction Implementation success KPIs SLA performance NPS score Number of successful, on-time implementations. Job Role The role involves managing multiple live sites with constant support needs and may involve the following but not limited to: Responding to customer queries by email, call, and WhatsApp. Raising JIRA bugs/support tickets to the technical team when required Tracking and following up on ongoing support activities to ensure complete addressal of customer queries/challenges using customer support software such as Fresh Desk. Managing the end to end Implementation of our service and product at new customer sites which may involve Understanding client processes and needs. Assisting the technical team to make the required customizations in the product. Liaising with stakeholders to schedule & conduct meetings for training. Be present on-site on the first few days of operation to ensure smooth implementation and increase support availability to clients and stakeholders. If required reach out to individual parents to address delays in transport fee payment. Pre-Requisites Languages:English,Hindi,kannada,Tamil and More the Better Experience with understanding and managing E2E processes and lifecycles of projects. Ability to stay self-organised. Proven ability to communicate well under pressure. Comfort in manipulating common applications like Google Sheets, mail and CRMs for support(JIRA/ fresh Desk) Why Join This Company We are a company that is actively growing our customer base and would need a growing team of customer support professionals enabling vertical growth opportunities for early team members. We believe in enhancing our support capabilities with the best of the technology so you will work with cutting-edge tools in an evergreen and rapidly growing transport industry currently valued at 7 trillion USD which is greater than the GDP of our Nation. Skills: email drafting,good communication and interpersonal skills,crm

foundit