Customer Support Analyst job in Mumbai

About Vera

Vera Solutions is a social enterprise and Certified B Corporation® building cloud and mobile for social impact organizations worldwide. Our clients—more than 300 organizations in over 55 countries—include major iNGOs and grant-making organizations, social enterprises, and community-based organizations. 

Position Overview

The Customer Support Analyst will be part of a growing customer success and support team at Vera Solutions! This is a unique position where you will not only have an opportunity to execute high level strategies for uplifting customer’s experience, but also work from the ground up addressing one-on-one client relationships and issues. The position is a highly collaborative position working both internally with cross functional teams and externally with clients. This will provide you with a valuable experience of understanding Vera’s culture, its teams, product and most importantly our clients!

Primary Responsibilities

• Lead charge on Tier 1 Support for client-related issues and queries
• Manage the ticket movement across the tiers and follow up for outstanding updates
• Develop a deep understanding of our product (preferred Salesforce system background) for troubleshooting issues and providing responses to internal and external partners
• Build knowledge base to help build scalable skillset for support; document client feedback, common use cases and communicate these findings actively with Products development team
• Drive communication and engagement with low-touch and high-touch clients via email communication and monthly check in meetings
• Project manage customer success/support projects with planning, communication, documentation and timeline expectations to their completion
• Monitor and report on product quality, adoption and user feedback throughout customer’s lifecycle

Qualification and Experience

• 1-2 years of experience working for a SaaS product
• 1-2 year of experience working on a Customer Support or Customer Success team
• Experience with Salesforce (strongly recommended), Jira and Confluence
• 1-2 years of Project Coordination and/or Management experience
• Excellent communication skills (written + verbal)
• Detail-oriented, efficient with excellent multitasking and organizational skills
• Team-oriented, consistent desire to learn, improve and grow