Cvent Looking for Customer Support Specialist at Bengaluru, Karnataka, India Full Time

Overview:

Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and nearly 21,000 customers worldwide, including 80% of the Fortune 100 companies, in more than 100 countries. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business.

The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections.

As a company we take great pride in the level of customer service we deliver to the customers. Therefore, we hire only the best customer service professionals.

In This Role, You Will:

• Job requires interacting with customers primarily over emails to ensure all issues are resolved to the customer’s satisfaction.
• Job requires you to understand the customer’s problem accurately, thoroughly understand the Product under support, follow the established procedures to resolve the problem, and communicate with the customers.
• The product under support is a Meeting scheduling Web application-SaaS product. You need to understand the nuances of web application and the scheduling business to provide a high quality of support.
• As a Customer Service Executive of a Global support team, you will be dealing with our customers from all over the world.

Here’s What You Need:

• 2-3 years as a product support person
• B.E/B.Tech/M.E/M.Tech/ B.Sc/M.Sc (CS)/BCA/MCA
• Good written and oral communication skills.
• Timely and professional responses to all the customer requests and queries received and have it resolved within the turnaround time specified in SLAs via emails and phone using tools such as Zendesk, Service cloud.
• Escalate and follow up with the product support and development team on any software issues and ensure timely resolution.
• Curious and eager to learn new skills/concepts.
• Must be a Team Player.
• Ability to empathize with the customer.
• Flexible to work in a rotating shift for the 24/7 team.

Nice to have:

• Experience in enterprise productivity apps specifically offered on a cloud or a SaaS application.
• Experience working in a product company and/or a startup.
• Knowledge of ITIL services and processes.
• Should have thorough knowledge of different browsers and mobiles (iOS / Android) knowledge of Outlook/GCAL/SFDC an added advantage

Work Hours:

6:30 PM – 3:30 AM IST (Night Shift – US hours)