Customer Success Specialist

**ABOUT THIS ROLE**

As Kaddra’s Customer Success Specialist, you will work alongside bright minds and dynamic teams with a mission to help thousands of businesses thrive in the digital world.Kaddra has an award-winning solution, connecting physical retail with digital commerce, and you will lead innovations into a new world desperately in need of our technology.

From supporting the Customer Success team on all the back-office set-up to looking into the issues from customers, you will be working with customers and internal teams to resolve issues, you will be Kaddra’s product specialist across the suite of offerings, supporting the customer success facing role teams.

You will be responsible for the successful resolution of customer issues (on time, without escalation, specified quality parameters, and with utmost CSAT), providing proactive communication with the Customer Success team to manage expectations and a high level of contribution to the development of service delivery.

**YOUR ROLE WILL INCLUDE**
- Replying to Level 1 tickets from Kaddra customers.
- Support the Customer Success Team Manager (customers facing) on all the back-office work.
- Fulfilling the backend onboarding process including the back-office set-up, configuration of the content management system and settings.
- Supporting level 2 team issues, and reproducing and documenting for escalation to level 3 for investigation.
- Ensuring support service level agreements (SLAs) are managed and met.
- Providing product training and support to the Customer Success,Sales & marketing teams, and coaching them to be product experts.
- Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
- Providing fault isolation and root cause analysis for technical issues
- Publishing technical support bulletins and other technical documentation in the knowledge base, and ensuring customer facing documentation is kept up to date and relevant.
- Reviewing of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Identifying common customer challenges and actively suggest better solutions
- Documenting knowledge/experience/feedback gained during the interactions with our Customer Success team and share them proactively with the relevant teams.
- Support on creating the documentation of the new feature to train the concerned team and update our resources on the weekly basis.
- Making sure that the apps going live have no issues or discrepancies. Help the customer succeed by cross-checking everything.
- Keeping the track on the app releases and updating the CS team when submissions are needed.

**Requirements**:
**WE ARE LOOKING FOR CANDIDATES WITH**
- A minimum of 2 years relevant work experience in a Customer Support Specialist or similar CS role ideally in a SaaS business.
- Experience with modern helpdesk tools like Freshdesk, Zendesk & Intercom.
- Outstanding communication skills - articulate and poised with a clear and concise, spoken and written communication in English.
- A strong track record of navigating within large and mid-market organisations.
- High degree of self-motivation, a proactive team player attitude with innovative ideas to inspire customer loyalty and adoption.
- Strong interpersonal skills and experience building strong internal and external relationships.
- A proven track record of highly-professional customer service in a dynamic, start-up environment.
- You are flexible, adaptive, and resilient.
- Proficiency with modern collaboration tools such as Slack, G-Suite, Trello.

**Benefits**

PERKS & BENEFITS
- This is a fully remote role with work from home allowances.
- Paid Annual Leave, marriage & compassionate leave.
- Health Care benefits.