Savannah Informatics
Customer Support:
- Provide technical support to customers by troubleshooting system-related issues.
- Ensure prompt and effective resolution of customer inquiries and concerns.
Reporting and Documentation:
- Prepare reports and documentation on customer feedback and system performance.
- Maintain detailed records of customer interactions and solutions provided.
Customer Data Analysis:
- Collect and analyze customer data to identify trends, preferences, and pain points.
- Use data-driven insights to recommend improvements to enhance the overall customer experience.
Feedback Management:
- Monitor and manage customer feedback channels, including surveys, reviews, and social media, to gather insights and track customer sentiment.
- Escalate technical issues to the appropriate teams for resolution.
Process Improvement:
- Collaborate with cross-functional teams to streamline processes and enhance system functionality.
- Identify opportunities for automation and efficiency improvements.
System Knowledge:
- Possess a basic understanding of our systems and technology to troubleshoot and assist customers effectively.
- Collaborate with the technical team to stay updated on system enhancements and updates.
Cross-functional collaboration:Â
- Collaborate closely with the technical teams to ensure end-to-end escalation and support is provided to the clients with technical issues resolved
- Â Being a team player, understanding the business goals and having the drive to actualize the business goals within and outside the current skills one may possess.
Qualifications:
- A Bachelor’s degree in a relevant field, such as Business and IT, Marketing, Economics, Statistics, or a related discipline.
- A minimum of 1-2 years of experience in customer Experience, preferably in a related industry.
- Proven track record in managing Customer expectations and building relationships.
Skills:
- Excellent communication skills, both verbal and written to effectively engage with customers and internal stakeholders.
- Strong interpersonal skills with the ability to empathize with customers, understand their needs, and provide appropriate solutions.
- Proficiency in CRM software and other relevant tools, for managing customer and client  interactions, tracking progress, and maintaining accurate records.
- Technical aptitude and ability to quickly learn and understand complex software applications and technologies.
- Analytical mindset with the capability to gather and interpret data, identify trends, and derive actionable insights to enhance client success initiatives.
- Proactive approach to problem-solving and conflict resolution, with the ability to manage customers expectations and mitigate issues effectively.
- Flexibility and adaptability to work in a dynamic and fast-paced environment, including willingness to participate in out-of-hours support when required.
- Strong organizational and time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously.
- Commitment to continuous learning and professional development, including staying updated on industry trends, best practices, and emerging technologies related to customer success and account management.
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