We are seeking a passionate and knowledgeable Customer Support Specialist to join our team, focusing on Zoho Expense and Zoho People applications. In this role, you will play a crucial part in enhancing customer experience by providing exceptional support and guidance to our clients. Your expertise in these applications will empower customers to streamline their expense management and HR processes effectively.
Roles and Responsibilities:
Customer Support
- Serve as the first point of contact for customer inquiries regarding Zoho Expense and Zoho People, addressing technical issues, account inquiries, and feature explanations.
- Provide detailed, empathetic, and responsive support to users through various channels (email and support tickets), ensuring timely resolution of issues.
- Maintain a high level of customer satisfaction by resolving concerns efficiently and professionally.
Technical Expertise
- Develop a thorough understanding of Zoho Expense and Zoho People functionalities, including expense reporting, approval workflows, time tracking, and HR management features.
- Assist customers in troubleshooting complex issues, guiding them through application functionalities, and recommending best practices to enhance their experience.
- Conduct system diagnostics and escalate issues to the technical support team when necessary, ensuring follow-up and resolution.
Training and Documentation
- Create and update user guides, FAQs, and other instructional materials to help customers navigate the applications effectively.
- Facilitate training sessions and webinars for clients to improve their understanding of Zoho applications, covering new features and updates.
- Collaborate with the training team to develop comprehensive training programs tailored to customer needs.
Feedback and Improvement
- Collect and analyse customer feedback to identify trends and areas for improvement in the applications and support processes.
- Partner with product management to relay customer insights, helping to inform future product enhancements and feature developments.
- Actively participate in product testing and user acceptance testing (UAT) for new features and updates.
Collaboration
- Work cross-functionally with Account Managers, product, and marketing teams to ensure alignment on customer needs and experiences.
- Assist in onboarding new customers, ensuring they are set up for success with Zoho Expense and Zoho People.
- Participate in team meetings to share knowledge, discuss challenges, and collaborate on solutions to enhance the overall customer experience.
Requirements
- Bachelor’s degree in Business Administration, Information Technology, Human Resources, or a related field is preferred.
- At least 2 years of experience in customer support or a related field, preferably in a software or technology environment.
- Demonstrated experience and proficiency with Zoho Expense and Zoho People applications are required.
- Strong analytical and problem-solving abilities with a focus on customer service and satisfaction.
- Excellent verbal and written communication skills; ability to explain complex concepts clearly and concisely.
- Proficient in using support ticketing systems and CRM tools.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong interpersonal skills with a friendly and approachable demeanour.
- Highly organized with the ability to manage multiple tasks and priorities effectively.
- Self-motivated and adaptable, with a willingness to learn and grow in a fast paced environment.
- Passionate about helping customers succeed and enhancing their experience with technology.
ABOUT US
GoGlobal is the leading professional services company to guide, establish and manage global operations with compliance and confidence. We bring the human touch to entering new markets and consolidating vendors through a single point of management. With a presence in over 140 countries on six continents and growing, we make running a global business easy.
Business & Corporate Services provided:
- Entity Solutions: Entity establishment, Corporate secretarial & directorship services, Domicile services, Dormancy/Liquidation
- HR Solutions: Global recruitment, Employer of Record (EOR), Agent of Record (AOR), Global benefits, Global payroll, International HR Consulting
- Finance Solutions: Accounting & Tax
For more information, please visit GoGlobal.com
OVERVIEW
We Measure Success by Results, Not Hours Worked
No timesheets.
At GoGlobal, we give you the autonomy to make decisions that create real impact. We prioritize results over hours worked, focusing on quality of outcomes rather than tracking time.
As a privately owned company, we are free from the pressures of venture capital or private equity investors demanding exponential growth in unreasonable time frames.
Sometimes, things just take time to do well. In our business, delivering great results is a process - and we're committed to doing it right.
We are not for sale. We believe that financial success is a natural outcome of our work, not the primary goal. Unlike many investors who view money as a goal, our focus is on long-term growth and sustainable success.
We are a global team, built for those who want to go further. Here's what your career at GoGlobal looks like:
- A company small enough for your voice to be heard meaningfully, yet large enough to make a global impact
- Collaborating with a diverse, global and supportive team
- Built for the long-haul - no VC or PE pressure, just a focus on sustainable growth
WHY WE ARE DIFFERENT
We Make Growing Your Career Possible
- We operate with the benefits of a partnership without the complexities of a partnership. Our hybrid partnership-corporate model offers all employees the opportunity to become a partner, while maintaining a streamlined corporate structure so that decisions are made quickly
- We do not offer equity plans. As we are not for sale and are not chasing an exit, "stock options" hold little value in our business model. Instead, we provide opportunities for outstanding employees to make partner and share in the profits. We believe it's better to build lasting value than to chase a one-time payout
- We prioritize organic and sustainable growth. Expanding operations quickly by way of mergers and acquisitions might seem appealing, but the reality is integrating diverse cultures can be challenging. We're proud of our own culture and prefer to grow it our way
- We're global. We offer career opportunities across the world-whether it's new job roles or international locations
- English is our official language, but for many, it's our second language. We embrace this and find it rewarding communicating with colleagues from all over the world
- We are not a family. We operate more like a high-performing sports team where each individual's contribution is crucial to our collective success
- We keep things simple and collaborative. Our structure makes it easy for teams to work together across borders so we can serve our clients with global needs more effectively. Unlike big, siloed companies, we work seamlessly to handle international deals without the headaches of territorial ownership
- We believe in transparency and trust. Every month, we share our financials with the team so everyone knows where we stand and what's coming next. It's all about open communication, building trust and empowering every individual to be part of our journey. We don't tell you what to think - we provide the information you need to make your own informed decisions
- We believe flexibility drives success. Our company is built on trust, and that's why we embrace fully remote work, and hybrid options in some countries. Forget rigid office routines - it's old school! This flexibility fuels productivity, strengthens our workforce, and ensures we remain agile in a fast-changing world.
Ready to take the next step in your career with us? Apply now!
**Kindly review the provided privacy notice (LINK) to gain a comprehensive understanding of our policies and practices governing the treatment of your Personal Data.
