Customer Support Executive
marketfeed
- Bangalore, Karnataka
- Permanent
- Full-time
- Have a fundamental understanding of the stock market, trading basics, and brokerage platforms (knowledge of options strategies is a plus but not mandatory).
- Are comfortable using basic customer support tools (experience with CRM tools like Zendesk or Freshdesk is an advantage but not mandatory).
- Possess exceptional written and verbal communication skills to simplify complex concepts.
- Are empathetic, patient, and excel at active listening to address customer needs.
- Have strong problem-solving and analytical thinking abilities.
- Demonstrate the ability to convert inquiries into paying customers by showcasing platform value.
- Are familiar with data protection regulations like GDPR and CCPA.
- Customer Interaction: Handle queries related to trade automation, stock trading, and platform usage via chat, email, or calls. Resolve escalations professionally and educate users on automated trading benefits.
- Issue Resolution: Diagnose and troubleshoot issues efficiently. Escalate unresolved problems to the appropriate teams with detailed documentation.
- Knowledge Management: Maintain and update knowledge bases, help center articles, and internal documentation.
- Feedback Collection: Gather customer feedback, share insights with the product team, and recommend process improvements.
- Collaboration: Work closely with sales, product, and technical teams to ensure a seamless customer experience.
- Conversions and Onboarding: Convert potential leads into active users, assist with onboarding processes, and ensure smooth integration of trading accounts with the platform.
- Flexible leave policy and working hours to ensure work-life balance.
- Competitive salary with benefits like health insurance, unlimited doctor consultations, and dental care.
- Opportunities for professional growth and exposure to cutting-edge trading technologies.
Our hiring process is structured and ensures a good fit for both you and us. Here's what you can expect: * Screening Round: Initial conversations with a recruiter and hiring manager to assess skills, experience, and cultural fit.
- Technical Round 1: Hands-on assessment to evaluate problem-solving, CRM skills, and stock market knowledge.
- Assignment Round: A take-home assignment to demonstrate your practical skills and approach to support-related tasks.
- Assignment Review: A detailed discussion to review your assignment and assess your fit for the role.