Customer Support Specialist

Summary

Join GoGlobal as a Customer Support Specialist, focusing on Zoho Expense and Zoho People applications. You will be the first point of contact for customer inquiries, providing exceptional support and guidance. Your technical expertise will empower customers to effectively manage expenses and HR processes. Responsibilities include troubleshooting issues, creating training materials, and collaborating with other teams. A Bachelor's degree is preferred, along with at least two years of customer support experience and proficiency with Zoho Expense and Zoho People. Excellent communication and problem-solving skills are essential. GoGlobal offers a remote work environment, unlimited vacation, wifi cost coverage, and an annual training allowance.

Requirements

• Demonstrated experience and proficiency with Zoho Expense and Zoho People applications are required
• Strong analytical and problem-solving abilities with a focus on customer service and satisfaction
• Excellent verbal and written communication skills; ability to explain complex concepts clearly and concisely
• Proficient in using support ticketing systems and CRM tools
• Ability to work independently and collaboratively in a fast-paced environment
• Strong interpersonal skills with a friendly and approachable demeanour
• Highly organized with the ability to manage multiple tasks and priorities effectively
• Self-motivated and adaptable, with a willingness to learn and grow in a fast paced environment
• Passionate about helping customers succeed and enhancing their experience with technology

Responsibilities

• Serve as the first point of contact for customer inquiries regarding Zoho Expense and Zoho People, addressing technical issues, account inquiries, and feature explanations
• Provide detailed, empathetic, and responsive support to users through various channels (email and support tickets), ensuring timely resolution of issues
• Maintain a high level of customer satisfaction by resolving concerns efficiently and professionally
• Develop a thorough understanding of Zoho Expense and Zoho People functionalities, including expense reporting, approval workflows, time tracking, and HR management features
• Assist customers in troubleshooting complex issues, guiding them through application functionalities, and recommending best practices to enhance their experience
• Conduct system diagnostics and escalate issues to the technical support team when necessary, ensuring follow-up and resolution
• Create and update user guides, FAQs, and other instructional materials to help customers navigate the applications effectively
• Facilitate training sessions and webinars for clients to improve their understanding of Zoho applications, covering new features and updates
• Collaborate with the training team to develop comprehensive training programs tailored to customer needs
• Collect and analyse customer feedback to identify trends and areas for improvement in the applications and support processes
• Partner with product management to relay customer insights, helping to inform future product enhancements and feature developments
• Actively participate in product testing and user acceptance testing (UAT) for new features and updates
• Work cross-functionally with Account Managers, product, and marketing teams to ensure alignment on customer needs and experiences
• Assist in onboarding new customers, ensuring they are set up for success with Zoho Expense and Zoho People
• Participate in team meetings to share knowledge, discuss challenges, and collaborate on solutions to enhance the overall customer experience

Preferred Qualifications

• Bachelor’s degree in Business Administration, Information Technology, Human Resources, or a related field is preferred
• At least 2 years of experience in customer support or a related field, preferably in a software or technology environment

Benefits

• Remote work: Embrace flexibility with our remote work environment
• Unlimited vacation: Enjoy unlimited vacation days to rest and recharge at your own pace
• Wifi: Get your home wifi costs covered, ensuring you are always connected
• Annual training: Benefit from an annual training allowance to further your professional development