Technical Customer Care Expert at Mistral AI handling customer support inquiries in Singapore. Collaborating with global teams to ensure customer satisfaction and improve support processes.
About the role
- Product Support Specialist assisting customers via CRM and phone at SmartSense. Resolving inquiries and issues in the IoT space while maintaining performance standards.
Responsibilities
- Utilize CRM to work daily support tickets and provide accurate documentation for customers
- Work in the team’s phone queue to assist customers
- Resolve customer problems, questions, bugs etc. via email and phone to resolution while maintaining SLA’s and KPIs
- Learn industry standards and terminology including CDC guidelines and HACCP compliance
- Be proficient in tools such as JIRA and NetSuite
- Manage customer escalations by leveraging expertise in industry knowledge
Requirements
- Passion for working with customers and providing outstanding experiences
- Strong multitasking and organizational skills in a fast paced environment
- Desired but not required 2yrs of experience working in technical or product support
- Previous experience in working with CRM software tools
Benefits
- Distinctive Total Rewards package
- Short-term incentive program
- New hire stock award
- Paid parental leave
- Paid time off
- Hybrid work environment
- Competitive medical and health & wellbeing offerings
- Compensation offerings
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