Customer Support Analyst

Vera Solutions , India
 Vera Solutions  logo
Job Summary

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.

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!

Primary Responsibilities

  • Lead charge for client related issues and queries
  • Develop deep expertise on core product features and functionality to help with issue troubleshooting and resolution
  • Drive communication and engagement with clients
  • Help improve engagement of product features via communication campaigns
  • Collaborate internally to project manage customer success/support projects from planning to execution
  • Monitor and report on product quality, adoption and user feedback throughout customer’s lifecycle

Qualification and Experience

  • Demonstrated interest in social sector
  • 2-3 years of professional experience
  • 1-2 years of experience working for a SaaS product
  • 1-2 year of experience working on either Products or Customer Facing teams
  • 1-2 years of Project Coordination and/or Management experience
  • Strong aptitude for technology and data
  • Curiosity and problem solving skills
  • Excellent written and verbal communication skills (English)
  • Client relationship management skills
  • Detail-oriented; efficient with excellent multitasking and organizational skills
  • Collaborative spirit; consistent desire to learn, improve and grow