Customer Support Specialist
About Company
AlohaABA India aspires to build technology that helps our customers streamline their day-to-day operations, which allows them to provide better quality care to their patients. We are a technology driven product organization, headquartered in the heart of California, USA, with a dynamic development centre in India. Our core focus is to provide a cloud-based practice management software solution for healthcare providers. Our innovative software is making waves in the market by streamlining critical administrative tasks such as appointment scheduling, patient registration, billing, and providing robust tools for managing electronic health records (EHR) and patient data.
About Role:
As our company continues to expand, we are actively seeking an experienced Customer Support Specialist to oversee customer inquiries and ensure the delivery of top-quality solutions. In this capacity, the Customer Support Specialist serves as an accomplished expert and advisor, entrusted with the responsibility of delivering efficient and professional assistance to our US-based customers and business partners. The role entails the application of advanced product knowledge with an increasing level of autonomy in addressing inquiries, providing product navigation and demonstrations, communicating effectively, and meticulously documenting solutions for complex customer issues. Additionally, the Specialist plays a crucial role in identifying and capturing emerging trends and issues encountered in customer interactions. This data is harnessed to build knowledge bases and other resources, ultimately empowering our customers further.
Job Types: Full-time, Permanent
Key Responsibilities:
1. Customer Assistance: Provide courteous and professional support to customers via various communication channels (phone, email, chat) to help resolve product-related inquiries, issues, and concerns.
2. Technical Troubleshooting: Diagnose and troubleshoot technical issues with our IT products, guiding customers through step-by-step solutions, and escalating complex issues as needed.
3. Product Knowledge: Develop and maintain a deep understanding of our IT products to effectively assist customers with usage, configuration, and customization.
4. Documentation: Create and update product support documentation, knowledge base articles, and FAQs to empower customers with self-help resources.
5. Feedback Collection: Collect and analyze customer feedback, identifying recurring issues or trends to help inform product improvement initiatives.
6. Escalation Management: Collaborate with the product development team to escalate and prioritize technical issues and feature requests for resolution.
7. Customer Satisfaction: Ensure customer satisfaction by maintaining high-quality support interactions, following up on issues, and seeking opportunities to enhance the customer experience.
Qualifications:
- 5+ years of experience in customer-facing roles, preferably in an international voice support capacity.
- Strong technical aptitude and ability to understand and troubleshoot IT products.
- Excellent communication and interpersonal skills.
- Empathy and patience in dealing with customer inquiries and issues.
Benefits:
- Competitive salary and performance-based incentives.
Shift time: Night Shift
Why Join AlohaABA India?
At Aloha ABA, we stand out with our expertise, products, and services, making us true Alohians. Our core values are firmly grounded in the spirit of Aloha, prioritizing respect, compassion, and a strong sense of community. We are defined by our commitment to inclusivity, an outcomes-based approach, a holistic mindset, collaborative efforts, and a nurturing environment.
Need more reasons to join us?
· Work from anywhere
· Get competitive salary with comprehensive health insurance
· Provident Fund
· Gratuity
· Reward & Recognition
Job Types: Full-time, Permanent
Benefits:
- Health insurance
- Paid time off
- Provident Fund
Schedule:
- Monday to Friday
- Night shift
Experience:
- 1 total work: 3 years (Preferred)
Work Location: Remote
