Technical Support Specialist India

Affise is a Performance Marketing Platform for building powerful business partnerships.

 

Our mission is to solve the complexity in this industry by providing Business Intelligence tools that help our customers to make better decisions based on their marketing data.

 

Affise won as 8 G2 nominations, then we received an award from ChurnZero. SaaSworthy ranked us in the top 5 Affiliate Software. Finally, we were nominated for our Oscar – Performance Marketing Awards in the Best SaaS Platform 2020 category.

Right now we are looking for a Technical Support Specialist to join our department on a full-time basis in India.


What you will do:

  • Acting as a primary point of escalation for customer enquiries, controversial cases, objections addressed by the dedicated list of customers;
  • Collaborating Level 1 Team Leader, L1 Shift Leader and the whole Tech Support Dept, to update and maintain current processes;
  • Performing the role of local support coordinator;
  • Participating in new-comers adaptation periods, communicating mentee weaknesses and strengths along with the the mentor assigned and Level 1 Team Leader. Being mentor themselves;
  • Addressing personal, customers, co-workers issues that may affect performance at work and highlight to Level 1 Team Leader whenever appropriate;
  • Acting as a primary point of contact for local customers’ requests;
  • Conducting primary Q&A assistance on all Affise products and performing support and technical issue resolution via email, chat-widget and over the call;
  • Managing customers expectations, handling objections, prioritizing workload;
  • Escalating, if needed, unresolved issues to the higher level of support or to the other Affise Departments and teams, working in close cooperation with Global Support teams, Production, and Customer Success Team;
  • Assisting with the review, evaluation, and recommendation of updated or current services or/and functionalities, participating in products improvements;
  • Collecting customers feedbacks and transfer them to the Production team in a regulated way;
  • Performing specific duties or working on special projects as and when assigned.

Requirements:

  • 6+ relevant domain/industry experience;
  • Proven IT support and service delivery expert;
  • Strong customer experience in major issues handling, objections handling, B2B customer communication;
  • Ability to operate in the environment that requires decision-making, good judgement, and flexibility;
  • Exceptional cross-cultural written and verbal communication skills.

You and Affise are a perfect match, if:

  • you are looking for ambitious tasks to deliver very best customer care service in the industry;
  • you are excited to be a pioneer in local support establishment and development process;

What Affise can offer you:

  • 22 business days of annual paid time off;
  • 10 business days off;
  • 5 sick days;
  • Competitive salary;
  • Friendly team of professionals;
  • Experienced mentor;
  • Professional development (internal/external events).

Join our Squad!

 

Contacts

Maria Kupchanka
Skype: mashakupchenko
Apply to the job