Customer Care Representatives | Kolkata, India

Post-Sales Engagement

• Become familiar with your newly assigned account through syncing up with the Program Manager to review the Teamwork Project Intake documents.
• Be prepared to be introduced to the client as their Customer Care Consultant around the 80% staging completion mark to begin attending client meetings and build rapport.

Post-Production Engagement

• Receive all inbound portal support questions and strive to solve on first touch.
• Advise partner with best practices tools and methodologies.
• If unable to resolve create and assign to correct engineering teams a Teamwork Bug/Issue task from either partners or the actual client (OEM)
• Properly tag and mark each task against billable/non-billable protocol.
• Work with engineering team members to complete request within the standard SLA deliverables.
• Learn which cross-functional teams works on what types of issues.
• Track daily outstanding Teamwork tasks to achieve task completion within established ticket SLAs.
• Keep PM on copy of anything that has escalation possibilities.
• Bring in PM for any new staging requirement and assign the task over to them.
• Run weekly production interlocks with clients as well as ZINFI internal team members.
• Run regularly scheduled client meetings to address production outstanding Bug/Issues tickets.
• Keep PMs on copy of any updates or concerns.
• Successfully complete ZINFI HOL – Academy 2.0 training.
• Develop weekly UCM business acumen and actual Administrator skills to earn SME status.

Level 2 Engagement: Partner Onboarding

• You will act as the Vendor-clients dedicated concierge resource and reach out to a list of partners to set up onboarding and 1:1 training session where you step them through the marketing tools choice of campaigns using ZOOM/MS TEAMS conferencing tools.

Level 2 Engagement: Marketing Campaign Execution

• Offer guidance and best practices to partners to choose the most suitable marketing campaigns based on their internal business objectives and marketing plan.
• Follow up with best practice discussion around the 5 tactics that can be used (Search and Social, Web Syndication, and Email campaigns, and set up additional campaign executions

About your experience:

• Minimum of three-year customer support or business development & client-facing experience where clients are based out of US/EMEA.
• Experienced in working with multiple groups and cross-function teams.
• Advanced knowledge of Word, Excel, and PowerPoint
• Collaboration tool savvy (MS Teams, ZOOM, etc.,)
• Should be an excellent communicator and able to work with a highly distributed team.
• Knowledge about digital marketing like email marketing, social marketing, web syndication, webinars, etc.

Skills:

• Demonstrated ability to present clearly to client stakeholder.
• Ability to capture reported Bug/Issue and create tasks for Software with adequate details.
• Excellent diagnostic and analytical skills to assess project-related risks ahead of time, analyze and mitigate the risks.

• Optional: Two to three years (2-3) years of hands-on configuration experiences and/or certifications with Salesforce.com, HubSpot, Microsoft desired.

Education:

• Master’s / Bachelors or equivalent degree, preferably in Computer Science or associated technical field.
• Diploma/Certifications in Computer Software (any language/tools).

Reports to:

• WW Director – Customer and Partner Success.

Compensation:

• Highly competitive salary, excellent benefits, career growth and a positive work environment.

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