Artoo | Support Agent

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Support Agent

At Artoo, we are driven by the passion to use the power of technology to make financial services accessible to the people who need and deserve them the most, the entrepreneurial poor. These, we believe, are tomorrow’s heroes who will make the greatest difference to the nation.

If you’re someone who can build close and deep relationships with clients and can engage in the most resonating line of business conversations with them, then working with us will let you explore and create real impact to people’s lives.

How will you help us drive the change?

Artoo is developing a mobile and cloud platform that leverages the power of big data for financial institutions who serve small businesses.

The results we’ve delivered for our clients include 500% improvement in productivity, 40% decrease in turn-around-time, and a 45% decrease in customer acquisition cost. Overall, a mind blowing 800% ROI.

So, as a Support Agent at Artoo, you’ll help us in delighting clients and foster relationships with them through our product offerings.

Who are we looking at?

We are looking for someone with exceptional communication skills and the ability to explain the nuances of a complex tech product in a simple way to end-users. We want someone with multilingual abilities and currently we’re looking for someone who can fluently speak Malayalam. Ability to speak Hindi, Tamil, Telugu, Kannada is a big plus. We want to provide high levels of service quality and want someone who is well versed with Microsoft Office – PowerPoint, Excel and Word specifically. If you have prior experience at a call center / in a support role, it’s a huge bonus.

As a Support Agent, you will need to:

● Handle user queries (call & email) post implementation and improving their product experience.

Troubleshooting – Identify the right problem and the right solution
Explaining how to use and get better advantage of using Artoo; Driving adoption

● Conduct periodic field visits and user interviews to gather end-user feedback

Conduct NPS survey for the field on a quarterly basis
Conduct focused group interviews to identify and address issues of discomfort and adoption
Document this for internal and external usage (Case Studies, Blog pieces etc.)

● Managing a team of external call center agents and serving as the point of escalation
● Training mobile and web users at client organizations
● Training call center executives
● Create and maintain support manuals / training material for internal support team as well as external call center executives Responsible for continuously updating manuals / training materials
● Work closely with the Engineering to infuse user feedback into newer product features and versions
● Testing the product internally to ensure all client requirements are met
● Work closely with engineering team to iterate on the product
● Basic configuration items like reports, prints, and configuration

Developing a strong understanding of configuration tools and processes; implementing based on requirements documents

● Internal reporting on quality of service being offered, new issues, updating manuals immediately

Why us?

Artoo is a fun, inclusive place to work at. As a company we believe that building a great organization is in the end the best strategy. We’re fiercely committed to a core ideology based on deeply shared values of creativity, compassion, authenticity and effectiveness. We welcome you to join us as we solve India’s most pressing problem, poverty, one line of code at a time.