Customer Success & Support - SaaS Experience

Published Nov 24, 2021

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  • nunify

    nunify founded in 2014, is a leading global event technology platform with 2 brands - AIDA & Nunify. Both these product power webinars, virtual events, in-person events. We work with thousands of events for clients like Amazon, TESCO, Titan, Emami, Google, Coca Cola etc.,

    KEY Responsibilities

    1. Manage and resolve inbound support requests from clients via chat, email and 1:1 calls with clients and end-users.
    2. Know the product inside and out and be quick on your feet to troubleshoot client issues.
    3. Identify support tickets that are masquerading as inbound sales inquiries and pass them to the sales team.
    4. Be the customer’s voice internally and provide feedback on how we can better serve their needs.
    5. Take the lead on creating and maintaining content for our knowledge base including articles and videos.
    6. Over time become an expert in the event technology landscape to help customers not only solve their problems but be more successful.

    You will also work with AIDA's Account Executives, you'll provide input into their strategic customer plans, helping them to identify areas where existing customers could improve their use of AIDA or uncovering new uses for AIDA amongst their customer portfolio.

    We are looking for someone who:

    • Had had minimum 2 years working with SaaS (Mandatory)
    • Meticulous documentation and note-taking abilities
    • Agile; able to switch gears multiple times throughout the day
    • Exemplary time-management client-management skills
    • Passionate about technology and innovation with advanced computer skills