Customer Support Executive – job post – MyComplianceOffice – Full Job Description

Company: MyComplianceOffice
Location: India
Job Type: Full-time
Salary: Weekend availability

Overview

MCO provides compliance management software that enables companies around the world to reduce their risk of misconduct. Our powerful platform lets compliance professionals demonstrate they are proactively managing the regulated activities of employees, third-party vendors, and other agents of the firm. Available as a unified suite or à la carte, our easy-to-use and extensible solutions get clients up and running quickly and cost-efficiently. We have built our passion and proficiency for compliance automation into every product, empowering clients of all sizes to maximize technology to minimize conduct risk.

Description of Role

The Customer Support Executive will be responsible for initially and continuously learning the MCO software suite of modules, including how they function and how they apply to our clients’ business. The role will include responding to our clients’ inquiries, logging and resolving their issues, and providing exceptional customer experience along the way. In addition, you would be responsible for assisting other Customer Support team members in continuously improving the Customer Support function for the ultimate benefit of our clients.

What’s in It for You?

You will be part of a rapidly growing SaaS-based software company. Since MCO is a relatively small firm, you will have the opportunity to make a significant impact on the success of our clients and our company, as well as the opportunity for advancement as we grow. This job is remote with opportunities to work in the office if needed. We work in a very friendly and respectful work environment, have zero tolerance for office politics, and we play to win! If this sounds like a place you would like to work, then let us know if you would be excited to embrace the following duties and responsibilities and if you possess the following skills and experience.

Duties and Responsibilities

• Learn, and keep proactively up to date with, the MyComplianceOffice product and all releases.
• Respond to customer inquiries in an engaged, professional, and timely manner through various contact channels both verbally and in writing while demonstrating empathy and problem-solving skills, all while delivering unparalleled value and outstanding service to our clients.
• Communicate professionally with customers and ensure customers’ expectations are managed effectively while demonstrating empathy and creative problem-solving skills.
• Deliver exceptional customer experience with a goal of creating client promoters of MCO products/services.
• Establish positive and respectful relationships with the client to ensure high degree of client satisfaction.
• Resolve first level support issues with superb attention to detail.
• Log all customer service issues and resolutions in a timely manner.
• Log all technical issues with the development team and manage these issues to resolution.
• Collaborate with other MCO professionals to resolve client inquires
• Take part in the creation, active review, and improvement of service policies and procedures to constantly improve and evolve our service while focusing on the customer experience.
• Take part in the creation, active review, and improvement of service support documentation including items such as e-mail templates, FAQs, training/self-help videos, support documentation, etc.
• Work Monday – Friday with weekends off.
• Performing software User Acceptance Testing, where applicable.

Skills and Experience Required

• Great attitude with proven experience in supporting SaaS software (i.e., working on a software helpdesk).
• Excellent organizational, communication, and time management skills.
• Proven ability to learn software products and efficiently resolve issues related to that software.
• Creative problem solving skills in resolving client issues
• Excellent written and spoken communication skills.
• Attention to detail and quality.
• Team player with proven ability to contribute positively in an open and collaborative environment.
• Experience with using Zendesk, Jira, or other similar issue management tools.
• Ability to effectively utilize the MS Office suite of software such as MS Word, MS Excel, and MS Outlook.
• Bachelor’s degree required; degree in a business, science, engineering, technical or IT related field is preferred.
• Minimum of 5 years of total professional experience.

Location

India

Job Title

Customer Support Executive

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