Specialist, Customer Support

Summary

Join our team as a passionate Customer Support Specialist, focusing on Zoho Expense and Zoho People applications. You will enhance customer experience by providing exceptional support and guidance. Your expertise will empower customers to streamline their expense management and HR processes. Responsibilities include serving as the first point of contact for customer inquiries, providing detailed support, maintaining high customer satisfaction, and developing a thorough understanding of Zoho applications. You will also create user guides, facilitate training, collect customer feedback, and collaborate with other teams. This role requires demonstrated experience with Zoho Expense and Zoho People, strong analytical and problem-solving skills, excellent communication skills, and proficiency with support ticketing systems. A Bachelor’s degree is preferred, along with at least 2 years of experience in customer support.

Requirements

• At least 2 years of experience in customer support or a related field, preferably in a software or technology environment
• 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

Benefits

• No timesheets
• We prioritize results over hours worked, focusing on quality of outcomes rather than tracking time
• We are a global team, built for those who want to go further
• A company small enough for your voice to be heard meaningfully, yet large enough to make a global impact
• Collaborating with a diverse, global and supportive team
• Built for the long-haul - no VC or PE pressure, just a focus on sustainable growth
• We operate with the benefits of a partnership without the complexities of a partnership
• Our hybrid partnership-corporate model offers all employees the opportunity to become a partner, while maintaining a streamlined corporate structure so that decisions are made quickly
• We prioritize organic and sustainable growth
• We're global. We offer career opportunities across the world-whether it's new job roles or international locations
• English is our official language, but for many, it's our second language. We embrace this and find it rewarding communicating with colleagues from all over the world
• We keep things simple and collaborative
• Our structure makes it easy for teams to work together across borders so we can serve our clients with global needs more effectively
• We believe in transparency and trust
• Every month, we share our financials with the team so everyone knows where we stand and what's coming next
• It's all about open communication, building trust and empowering every individual to be part of our journey
• We don't tell you what to think - we provide the information you need to make your own informed decisions
• We believe flexibility drives success
• Our company is built on trust, and that's why we embrace fully remote work, and hybrid options in some countries
• Forget rigid office routines - it's old school!
• This flexibility fuels productivity, strengthens our workforce, and ensures we remain agile in a fast-changing world