About the company and role

SuperProcure is a leading company committed to Company’s mission or purpose. We are seeking a highly motivated Customer Support - Trainee (SaaS) to join our team in as per business needs. In this role, you will be responsible for described the primary responsibilities below please have a look. We are looking for individuals with a strong background in Relevant skills or experience mentioned bellow, excellent problem-solving abilities, and a passion for Industry/Fied. If you are a talented and dedicated professional who thrives in a fast-paced environment, we encourage you to apply.

Job Description

We are seeking a Customer Support Trainee to play a vital role in ensuring successful customer software adoption and providing comprehensive support throughout the customer journey. This position will be instrumental in driving client satisfaction and maximizing the value derived from our SP digital logistics platform.

Responsibilities

• Provide prompt and effective assistance to clients through diverse communication channels, including phone, email, and live chat, addressing their queries and resolving their issues efficiently. Troubleshoot client issues, offering clear, step-by-step solutions and instructions to guide them to successful resolutions. Act as the primary point of contact between clients and internal teams, escalating complex problems or feedback appropriately to guarantee timely and effective resolution. Guide clients in the proficient utilization of the SuperProcure (SP) digital logistics platform, addressing questions about account setup, navigation, features, and functionalities to enhance their platform experience. Closely monitor user adoption rates and client Key Performance Indicator (KPI) adherence across the platform to identify areas for improvement and optimization. Proactively engage with users through regular review meetings to promote product adoption, maximize value realization, and strengthen client relationships. Continuously assess and identify opportunities to improve internal processes and enhance the overall client experience. Develop and implement strategies to increase user engagement and satisfaction, fostering positive and productive client interactions. Provide timely and effective support, ensuring a positive user experience from initial contact to issue resolution. Configure user accounts within the system to meet individual client needs and requirements. Guarantee seamless and accurate onboarding processes for all new users, providing the necessary training and support to ensure successful integration with the platform. Collaborate closely with cross-functional teams to address any user configuration requirements effectively. Contribute to the development of comprehensive support documentation, including tutorials and FAQs, enabling clients to troubleshoot problems independently and seamlessly onboard themselves. Conduct thorough user training sessions via phone and email, equipping users with the necessary knowledge and resources to effectively utilize the platform. Facilitate a seamless onboarding experience, ensuring that users possess the required knowledge and tools for successful platform adoption. Respond swiftly to user inquiries, providing clear, concise, and helpful guidance.

Education Qualification

• A Bachelor's degree in engineering, business administration, logistics, supply chain management, or a related field is preferred. Proficiency in Microsoft Excel and/or presentation software is essential. Exceptional verbal and written communication skills are required, with a proven ability to explain technical information clearly and concisely to non-technical individuals. Strong problem-solving skills and a proactive approach to resolving client issues and questions are necessary. Prior experience with basic technical troubleshooting, logistics software, CRM tools, help desk support, or other client-facing roles is a valuable asset. Flexibility to work varying hours as needed to accommodate client business needs is required.

Skills

• Demonstrated ability to take ownership of assigned tasks and persistently pursue resolution until completion. A quick learner with an inherent drive for continuous self-improvement. Experience or a strong interest in software or technology-related customer support. Exceptional interpersonal skills, including the ability to empathize with clients' needs and concerns, are crucial. Meticulous attention to detail and excellent organizational skills, with the ability to effectively manage multiple priorities simultaneously. Knowledge of best practices in user training and adoption strategies.

How to Apply

1. Review Job Details: Read through all the job details on this page to understand the requirements and responsibilities.
2. Click the Apply Link: Scroll down and click the “Apply Link” button to be redirected to the official website.
3. Fill Out the Application: On the official website, fill out the application form with the provided information.
4. Double-Check Your Information: Before submitting your application, review all the details you’ve provided to ensure accuracy and completeness.
5. Submit Your Application: Once you’re satisfied with your application, submit it through the official website as instructed.