Customer Support Specialist

ROLE – Senior Associate - Customer Support - L2CTC - 5.5LPA LOCATION: Airoli, Navi Mumbai, 400 708Required Skills·          Excellent communication skills with C1 level proficiency in Global English (CEFR standard)·          Strong customer handling and problem-solving skills·          Familiarity with CRM tools and pipeline management (preferred)·          Ability to work in a fast-paced, target-driven environment·          Flexibility to work in rotational shiftsRole Overview:This role will deliver customer support, requiring only minimal consultation or sales expertise which will remain focused on attach motions where applicable. Associates will focus on resolving simple high-volume queries, guiding customers on account and licensing basics, and providing prompt, empathetic support.Core Competencies:·          Service Excellence: Listen actively, understand concerns, and provide efficient, respectful support using knowledge resources.·          Sales & Retention Support: Handle basic sales queries, identify renewals, and apply guided retention techniques.·          Clear Communication: Simplify product, billing, and plan explanations; escalate when needed.·          License Support: Assist with user management, Admin Console access, and pooled storage basics.·          Creative Use Case Guidance: Promote Adobe Express and templates for everyday creative tasks like resumes, social posts, and flyers.Key Responsibilities:·          Customer Experience Delivery: Engage customers via chat/call using tools and scripts; route complex issues to the next support tier.·          Account & Billing Support: Address basic queries on plans, billing, usage, and account access.·          License & Admin Assistance: Guide customers on seat management and navigating the Admin Console and support resources.·          Creative Support: Showcase Adobe Express and Firefly for everyday tasks like school projects and SMB content creation.·          Documentation & Escalation: Log interactions accurately in CRM and escalate cases beyond scope per defined processes.·          Retention & Renewal Support: Spot renewal opportunities, reinforce product value, and escalate at- risk accounts for targeted retention.Qualifications:·          Education: Graduate from a reputed university or equivalent experience in a relevant field.·          Experience: 1-3 years in sales or customer support roles, preferably in digital or SaaS environments.Skills:·          Language proficiency: Excellent communication and interpersonal skills Global English to be C1 or higher using the CEFR framework.·          Can follow structured processes with consistency.·          Tech-savvy or familiarity with CRM tools is a plus.Success Measures – KPIs:·          Revenue KPIs: Gross ARR, ARR per interaction/transaction, conversion rate, quota attainment.·          Customer Satisfaction KPIs: Unified satisfaction, ICX save rate, retention rate.·          Operational KPIs: Average handle time (AHT), case resolution time

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