Customer Support Analyst

Vera Solutions, Mumbai, India

Skill Required:, Project Management
Preferred Experience: 
1 to 3 Years
Closing Date for Applications: 
19th August, 2020

Job Description

About Vera

Vera Solutions is a social enterprise and Certified B Corporation® building cloud and mobile for social impact organizations worldwide. Our clients—more than 300 organizations in over 55 countries—include major iNGOs and grant-making organizations, social enterprises, and community-based organizations. Our solutions help organizations working in health, education, and development to collect, analyze and utilize real-time, high-quality programmatic data, automate processes, and work more efficiently and effectively. Vera’s work is centered on the platform, the world’s leading cloud application development platform.

Vera is a growing organization, with more than 65 full-time staff based in offices in Cape Town, Geneva, London, Mumbai, São Paulo, and Washington DC. We have been honored with Echoing Green, Rainer Arnhold, Dasra Social Impact, and Bluhm/Helfand Social Innovation Fellowships and have been featured in Forbes Magazine’s 30 Under 30 Social Entrepreneurs and Entrepreneur Magazine’s 30 Startups to Watch.

Position Overview

The Customer Support Analyst will be part of a growing customer success and support team at Vera Solutions! This is a unique position where you will not only have an opportunity to execute high level strategies for uplifting customer’s experience, but also work from the ground up addressing one-on-one client relationships and issues. The position is a highly collaborative position working both internally with cross functional teams and externally with clients. This will provide you with a valuable experience of understanding Vera’s culture, its teams, product and most importantly our clients!

You will join a team of passionate individuals with diverse backgrounds and experiences, all dedicated to improving the way social impact organizations operate. We’re a self-motivated, creative group, and we emphasize collaboration, flexibility, and professionalism.

Primary Responsibilities

  • Lead charge on Tier 1 Support for client-related issues and queries
  • Manage the ticket movement across the tiers and follow up for outstanding updates
  • Develop a deep understanding of our product (preferred Salesforce system background) for troubleshooting issues and providing responses to internal and external partners
  • Build knowledge base to help build scalable skillset for support; document client feedback, common use cases and communicate these findings actively with Products development team
  • Drive communication and engagement with low-touch and high-touch clients via email communication and monthly check in meetings
  • Project manage customer success/support projects with planning, communication, documentation and timeline expectations to their completion
  • Monitor and report on product quality, adoption and user feedback throughout customer’s lifecycle

Qualification and Experience

  • 1-2 years of experience working for a SaaS product
  • 1-2 year of experience working on a Customer Support or Customer Success team
  • Experience with Salesforce (strongly recommended), Jira and Confluence
  • 1-2 years of Project Coordination and/or Management experience
  • Excellent communication skills (written + verbal)
  • Detail-oriented, efficient with excellent multitasking and organizational skills
  • Team-oriented, consistent desire to learn, improve and grow


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