Job Description

Primary Responsibilities

• Responding to customer queries and resolving customer issues in a timely and accurate way, via live chat, email, or phone call.
• Troubleshoot bugs faced by our clients. This typically involves working with REST APIs, HTML/CSS and Javascript.
• Suggest ways to improve the process based on continued interactions with customers.
• Follow up with customers to ensure their technical issues are resolved.
• Keep records of customer interactions and feedback.
• Ensure speedy resolution of issues while maintaining high customer satisfaction.
• Partner cross-functionally with product, engineering, sales and marketing to stay up to date on the latest product developments.
• Develop a deep understanding of the product in order to advise customers about the most relevant features/functionality for their specific business needs.
• Collaborate with the technical team to resolve complex issues, escalating cases as necessary while keeping customers informed of progress.
• An understanding of the "Customer First" principle and committed to consistently delivering high-quality customer support.

Prioritized Experiences and Capabilities

• Develop a deep understanding of the product in order to advise customers about the most relevant features and functionalities for their specific business needs.
• 1-2 years of work experience in a client-facing role (Preferably B2B SaaS).
• 1-2 years of experience in customer-facing Chat & Email support.
• 1-2 years of experience using Help desk software or any other ticketing system.
• Excellent written and verbal communication skills.
• Ability to explain complex concepts through clear and accurate writing.
• People skills and having the gift of the gab to handle tricky situations.
• Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self?motivation.
• Comfortable working in a 24x7 rotational shift environment.

Work Location

We operate on a remote model. Currently, our talent is spread across 14 different cities globally.

Company Values

Go above and beyond for the customer: We are obsessed with ensuring every customer is taken care of, no matter how big or small they are. We truly believe their problems are our problems, and will stop at next to nothing to see them succeed.

Be relentless: Never stop innovating. Be relentless in trying new things, and improving our product. Challenge the status quo, embrace learning curves, and dont be afraid to fail. Focus on the outcome and everything else will fall into place.

Be curious: Practice empathy. Anticipate customer needs, and solve them before they get there. If you dont understand something, ask questions and learn.

Have fun: Laugh. Be positive and kind. Make people feel good. Life is too short to not spend time doing what you love with folks you enjoy being around.

Interview Process

Our goal is to make sure you have the chance to get to know CometChat as we learn more about you. Through a series of conversations with CometChats founders and key stakeholders, well want to learn more about your strategic and functional expertise, and your passion. We hope that youll bring questions and ideas to each conversation and suggest ways that we can get to know you and your capabilities better.

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