Job Title : Customer Support - Trainee (SaaS)
Department : Customer Support & Success Team
Location : Remote or On Site Kolkata
Job Summary - We are looking for a Customer Support - Trainee who will be responsible for customer software adoption and support.
Key Responsibility Areas
1. Client Support:
Monitor and provide prompt assistance to clients via various communication channels, including phone, email, and live chat.
Troubleshoot & provide step-by-step instructions or solutions to resolve client tickets.
Act as a liaison between clients and internal teams, escalating complex issues or feedback as necessary to ensure timely resolution.
Guide clients in the effective use of SP digital logistics platform, addressing inquiries related to account setup, navigation, features, and functionalities.
2. Customer Success - Adoption Enhancement:
Monitor user adoption and clients KPI adherence across the platform.
Proactively engage users through review meetings to drive product adoption & driver value.
Continuously strive to enhance the client experience by identifying opportunities for process improvements.
Implement strategies for enhancing user engagement and satisfaction.
Foster a positive user experience by providing timely and effective support.
3. User Account Configuration:
Configure user accounts in the system based on individual requirements.
Ensure accurate and seamless onboarding processes for new users.
Collaborate with cross-functional teams to address user configuration needs.
4. Training and Onboarding:
Assist in the creation of support documentation and tutorials to empower clients in self-service troubleshooting and onboarding.
Conduct comprehensive user training sessions via phone calls and emails.
Facilitate a smooth onboarding process, ensuring users have necessary knowledge and resources.
Respond promptly to user inquiries, providing clear and concise guidance.
5. Monitoring and Reporting:
Monitor user adoption levels and identify areas for improvement.
Generate reports on user engagement, identifying gaps and proposing solutions.
Collaborate with internal teams to implement strategies for improving user adoption.
Maintain accurate and detailed records of client interactions and inquiries
6. Product and Customer Growth:
Collaborate with cross-functional teams, including product development and sales, to communicate client feedback and contribute to product enhancements.
Stay updated on product updates, industry trends, and best practices to provide informed assistance and support to clients.
Foster good relations with customers to maintain product ratings and referral for new clients.
Identify growth opportunities for further digitalisation at existing clients.
Qualifications:
Bachelor's degree in engineering, business administration, logistics, supply chain management, or a related field preferred.
Good in Excel and / or Presentation.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to non-technical clients.
Strong problem-solving abilities and a proactive approach to resolving client issues and inquiries.
Any past experience with basic technical troubleshooting, logistics software, CRM tools, help desk, similar client facing role, is a plus.
Willingness to work flexible hours as needed to support client business needs.
Preferred Skills & Attitude:
Take ownership of work assigned and persistence to closure.
Quick learner and internal drive for continuous improvement.
Experience or interest in software or technology-related customer support.
Exceptional interpersonal skills and the ability to empathize with clients' needs and concerns.
Detail-oriented with excellent organizational skills and the ability to manage multiple priorities effectively.
Knowledge of best practices in user training and adoption strategies.
Other Details:
Number of Openings - 3
Job Type - Full time
Salary - 3 to 6 LPA
About SuperProcure
SuperProcure is a next-generation end-to-end TMS platform with multi-enterprise collaboration for shippers. It digitizes and automates all processes across the logistics value chain from vehicle sourcing to freight accounting, ensuring stakeholder collaboration, real-time visibility & transparency. We are determined to make the lives of the logistic teams easier, add value, and help in establishing a fair and beneficial process for businesses. SuperProcure is trusted by a diverse customer base spread across manufacturing & construction industries to boost their customer serviceability with cutting-edge technology solutions.
Our clients include some of the fortune 500 companies such as Tata Chemicals, Havells, KEI, Tata Consumers, Dawaat, Shyam Steel, MP Birla Corporation, and many more.
SuperProcure is backed by IndiaMart, Caret Capital & IIM Calcutta. It has been recognized for its innovation at the CII Industrial Innovation Awards, was recognized amongst the Top 50 Emerging start-ups in India by NASSCOM, and ranked Asia's top 10 TMS solution providers by the Global Supply Chain Council (GSCC) and ChainTech. More details about our journey can be found here
Life @ SuperProcure
SuperProcure operates in an extremely innovative, entrepreneurial, analytical, and problem-solving work culture. Every team member is fully motivated and committed to the company's vision and believes in getting things done. In our organization, every employee is the CEO of what he/she does; from conception to execution, the work needs to be thought through.
Our people are the core of our organization, and we believe in empowering them and making them a part of the daily decision-making, which impacts the business and shapes the company's overall strategy. They are constantly provided with resources, mentorship, and support from our highly energetic teams and leadership. SuperProcure is extremely inclusive and believes in collective success.
Looking for a bland, routine 9-6 job? PLEASE DO NOT APPLY. Looking for a job where you wake up and add significant value to a $240 Billion logistics industry every day? DO APPLY.
Team: SuperProcure's success is fueled by our diverse & talented team of 150+ members, 50%+ of whom are women. Together, we collaborate with a shared passion for innovation and excellence. From visionary leaders & meticulous engineers to creative designers & customer support specialists, each plays a crucial role in our growth. We build lasting relationships, understand unique needs, and exceed expectations by delivering cutting-edge tailored solutions.
Culture: All challenges and fun associated with start-ups. Competitive salary, responsibilities, flat hierarchy, daily challenges, long working hours, delivery pressure, and a fun workplace.