Responsibilities- Building events on behalf of the clients- Responding to customer queries in a timely and accurate way, via phone, email or chat- Identify customer needs and help customers use specific features- Analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)- Updating our internal databases with information about technical issues and useful discussions with customers- Monitoring customer complaints on… Show more Responsibilities- Building events on behalf of the clients- Responding to customer queries in a timely and accurate way, via phone, email or chat- Identify customer needs and help customers use specific features- Analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)- Updating our internal databases with information about technical issues and useful discussions with customers- Monitoring customer complaints on social media and reaching out to provide assistance- Sharing feature requests and effective workarounds with team members- Informing customers about new features and functionalities- Following up with customers to ensure their technical issues are resolved- Gathering customer feedback and sharing it with our Product, Sales and Marketing teams- Assisting in training junior Customer Support Representatives Show less

Main TasksGeneral Customer Support--Replying to clients' emails, holding live chat conversations and responding to Facebook queries--Assisting clients to connect various channels to their Adsoup accounts, including email, WhatsApp, Facebook, live chat widgets, Twilio, Zapier among others--Making follow-ups to ensure the customer is satisfied with the support offeredTechnical Management--Helping clients stack their codes from our system--Resetting… Show more Main TasksGeneral Customer Support--Replying to clients' emails, holding live chat conversations and responding to Facebook queries--Assisting clients to connect various channels to their Adsoup accounts, including email, WhatsApp, Facebook, live chat widgets, Twilio, Zapier among others--Making follow-ups to ensure the customer is satisfied with the support offeredTechnical Management--Helping clients stack their codes from our system--Resetting passwords--Adding staff and storage space for clients' accounts--Activating accounts from basic to higher levels (known as Pro and Reseller)--Creating codes for account upgrade from a service provider known as Chargebee--Manually re-activating and updating accounts that get affected by technical hitchesWriting--Writing blog posts content for adsoup.com--Publishing the content through WordPress (initially) and later GhostReporting--Creating daily reports on what I worked on during my shift and submit to the operations manager--Pointing out the issues that needed technical support--Following up with the operations manager if an issue takes long before it's resolved--Informing the operations manager on the recommendations, complaints and special comments raised by our clientsTeam Work--Worked with team members seamlessly, ensuring that shifts were handed over smoothly without gaps--Enquired and discussed certain emerging/burning issues with team members to come up with suitable solutionsSuccess--Succeeding as an employee requires you to own the company that you're working for. And that's exactly what I did. I loved working at Adsoup. I was quick at answering questions, and since I had learned everything about the company, I had almost all the answers on my hands. I was polite to clients and would cool down those who were upset quite easily by resolving their issues promptly. Show less