A Bit About Us
We’re at the forefront of one of the most exciting evolutions of our generation - remote staffing. No longer do employers have to hire according to geography, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find, anywhere in the world. But they need digital solutions to help them streamline the process...
Welcome to Multiplier! Our global employment platform empowers companies to hire people all across the world by managing the complexities of local compliance, labor contracts, payroll, benefits and taxes - all from one software system. It’s a game changer!
About The Role
Core responsibility of a Support executive is to action transactional requests raised by Multiplier customers/members & provide ideal resolution relying on the processes laid out. Customer Satisfaction and one-call resolution would be the key metric to be achieved. Our KPIs should be 2 hour response time and 6 hour resolution.
What You’ll Do
- Respond to customer queries in a timely and accurate manner, mostly via intercom and Zendesk
- Identify customer and member needs and help them use specific product features.
- Analyse and report product malfunctions (by testing different scenarios or impersonating users)
- Share feature requests and effective workarounds with product team members
- Inform customers and members about new features and functionalities along with solving customer queries
- Constantly track customer and member pain points and provide process-related improvement ideas
- Ensure member and customer satisfaction is achieved as the top priority focusing on strong NPS and MSAT.
- Provide <6 hour resolution to all tickets and queries.
- Be the first to defend and resolve all queries and tickets.
- Maintain 0 open tickets per day
What You’ll Bring
- Very strong problem solving skills & decision making ability
- High attention to detail
- Customer centric thinking (think first in users’ shoes)
- Very good communication skills : user context vs internal stakeholders, written and spoken; English and Hindi(spoken)
- Good with data - preparing basic reports, tracking and reporting highlights/insights
- Good working knowledge of CRMs and Workflows,
- Experience working in voice (inbound and outbound) and Non voice processes
- 2+ years of experience in supporting go to market experiments, beta product launches, OR managing escalation desks working with senior stakeholders, OR part of process teams supporting similar projects
- Strong understanding of processes and experience of managing SLAs, TATs, etc
- Working in a hybrid work model is compulsory
Perks
- Flexible vacation.
- Flexible work times.
- Equipment you need to do your job.
- Health Insurance.
Interview Process -
- Technical round with Team Lead.
- Technical round with Hiring Manager.
- Final round with HOD.
Join Multiplier and be part of a dynamic team that is transforming the HR Tech industry. If you meet the qualifications and are excited about the prospect of contributing to our success, apply now and help us shape the future of HR technology.