Sr Associate Customer Support

Customer Support (Chat &email)

Years of Experience: 2 4 years

Work Location: Coimbatore

Your responsibilities

1. Establishing an energetic and professional attitude towards Customers and their Suppliers
2. Ability to work individually & directly with Customers/Suppliers.
3. Ability to provide Demo/instructions to new Customers/Suppliers through Call/Email.
4. Develop product knowledge by working with the Product Management Team and ensure Customer queries are responded promptly and accurately.
5. Work closely with the Product Management team to resolve Customer Issues and prioritize issues that require changes to the product.
6. Document the Customer Service Process and work on improving the overall efficiency of the customer service process.
7. Contribute in updating the User Manual Video Tutorials and FAQs on frequent basis.
8. Publish weekly status reports capturing progress actions items etc.
9. Ensure 100% SLA compliance

What are we looking for

1. Experience in Implementing Software product for customers and providing Custom Support to the users is a must.
2. Experience in handling customer queries through Email/Call/Chat and resolving the issues.
3. Willingness to work in 24/5 Rotational shift
4. Working knowledge and intricacies of SaaS domain is a plus.
5. Moderate knowledge about fashion and food industry preferred but not a must.
6. Need to have excellent verbal and written communication skills.
7. Should be a selfstarter learner and a Team player.

About the Company:

TrusTrace is the leading platform for traceability and compliance data management for high volume footwear and textile value chains especially high risk commodities and production facilities in high risk regions. We standardize how supply chain and material traceability data is captured digitized and shared between brands and suppliers.

TrusTrace is trusted by 50 global brands includingadidas Renfro Brands and Brooks Running to trace high volume products recording millions of tracing requests a month.No matter how complex your products are TrusTrace is your partner in transforming your organization towards traceability and discovering beyond Tier 1 facilities.

The company is headquartered in Stockholm Sweden with offices in India. Please visit to learn more.

Working with us you will not only get a job but become part of our family of highly talented individuals with a true passion for sustainability. Were not into traditional hierarchies and we run a welcoming and inclusive work culture where everybodys ideas and thoughts are valued. were hiring for several positions right now so tell your friends!

The candidate will become part of our Customer Successteam and receive responsibility from day one. As we are on a growth journey we do see this candidate as being part of helping us build and scale the future sales organization at TrusTrace.