PriceLabs jobs - Customer Support Specialist

PriceLabs is a leading revenue management start-up for vacation & short term rental industry founded in 2014 by graduates from Kellogg and IIT. Today we have a global team setup and are proud to be one of the leading players in the revenue management market. Our mission is to help small businesses in the travel and tourism industry by giving them access to advanced analytical systems that are often restricted to large companies.

In the Customer Support Specialist role, you will be the first layer of communication with our customers. You will wear many hats, and your work will have a real impact on the success of PriceLabs' customers and their business. Our customers love the support and service we provide and your role will be to not only uphold similar standards but set new standards. You can find our customer reviews here: https://www.capterra.com/p/158348/PriceLabs/reviews/

We are an agile team that accepts open communication, empowerment, innovation, collaboration, and a shared focus on customer success.

While we are currently working remotely due to Covid, this role will eventually be an office-based role. Our Mumbai office is located in Santacruz West

Responsibilities:

• Taking ownership of customer issues reported and seeing problems through to resolution
• Conducting product walkthrough and providing resolutions to customers queries
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Answering questions over email, phone calls, & live video calls.
• Finding ways to go above & beyond to help customers

Requirements:

• 2+ years experience in Customer support role within a SaaS product organization
• Empathy and patience.
• Curiosity and a problem-solving mindset.
• Previous experience at a start-up or in a customer support role.
• Strong analytical background - our product is very math and numbers heavy!
• Solid verbal, written, presentation and interpersonal communication skills
• Experience with Databases (including SQL queries),Microsoft Excel, Powerpoint
• Experience working with Zohodesk or other support/service software