Customer Support Executive

This is a fully remote position, open to applicants in India.

📋 Description

• Maintain an in-depth understanding of Leegality’s products, policies, and processes to deliver prompt, high-quality support to enterprise clients.

• Configure and oversee clients' utilization of Leegality.

• Assist clients by empowering them to navigate the product independently, providing guidance throughout the platform.

• Respond promptly and accurately to inquiries from Sales, Customer Success, and customers via phone, email, web conference, or other communication channels.

• Collaborate extensively with stakeholders and relevant teams.

• Analyze and report issues, proactively identify risks, address problems, and escalate when necessary.

• Manage Leegality’s support queries effectively.

• Monitor ticket statuses and accurately categorize tickets to uphold ticket timelines.

• Establish internal processes and proactively seek solutions.

• Enhance skills and potentially advance into managerial positions as the company evolves.

⛳️ Requirements

• 1-3 years of experience in a Customer Support Specialist role or a similar customer service position.

• Preferably experienced in dealing with Enterprise customers.

• Familiarity with the SaaS industry is advantageous.

• Proficient in using MS Word, Excel, and PowerPoint.

• Understanding of basic technology concepts like APIs and SDKs, particularly in relation to CRM systems.

• Experience with support desk and remote support tools.

• Exceptional communication and problem-solving abilities, maintaining composure in challenging situations.

• Capable of multi-tasking with an agile mindset.

• Knowledge of tools like Metabase, Elasticsearch, and Kibana.

• Eager and curious to learn, with a desire to contribute to the mission of digitizing India.

🏝️ Benefits

• Flexible working hours.

• Hybrid work model.

• Bi-annual performance evaluations.

• A culture that values initiative, curiosity, and impactful contributions.