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