Technosoft is looking for a Customer Support Executive for it’s client Product Gym, which is a fast-paced and rapidly growing company in the United States of America

Product Gym seeks a motivated individual to help ensure our members succeed. Your job will consist of regularly following up with our members to ensure that they are engaged, feedback from them is noted, and they are directed to the right resources for their questions. In addition, you will help the coaches expedite feedback to members by screening branding documents.

There will also be one-off projects that we expect this individual to perform. All such projects ultimately contribute to the success of our members in the program. This includes but is not limited to completing tasks from the Programs backlog,

This is an entry-level to Mid-level  position that offers development opportunities to progress into larger and more comprehensive roles within the team. We are looking for someone eager to begin here but actively grows into the role and beyond it, staying with our team for the long haul.

Skills Required:

• Clear and effective communication, both written and verbal
• Professional Proficiency in the English Language
• Has previously worked on other sales teams or customer/ student support roles
• Motivated self-starter with a demonstrated ability to multi-task
• Driven learner with a proven ability to drive responsibilities from start-to-finish
• Superior customer service, social and empathetic
• Desire to learn the ins and outs of Product Management and QA Automation, career coaching
• Ability to understand the needs and challenges faced by adult learners
• Ability to communicate effectively through multiple channels and across departments in both written and oral forms
• Ability to follow directions and take ownership of initiatives end-to-end
• Strong interpersonal, problem-solving, and customer service skills
• Genuine interest and commitment to helping members achieve their goals
• Ability to work independently with a sense of urgency
• “Figure it out” mindset (AKA problem solving and initiative)
• Excellent time management
• Very Detail-oriented
• Ability to manage and adapt to working with individuals of various backgrounds
• Must be results and goal-oriented

Responsibilities

• Regularly checking in with members to ensure and report activity
• Directing members to the right coaches and avenues to have their questions answered
• Helping members troubleshoot technical issues
• Member follow-up using a variety of contact strategies (call, text, messaging, email)
• Act as a point of contact throughout their membership
• Identify, document and troubleshoot at-risk issues with Member Success Agent
• Strong program knowledge to serve as an expert when guiding members
• Maintain high levels of member satisfaction
• Strategize with Member Success Agent on the prompt resolution of issues
• Respond to member requests in a timely manner (no longer than 24 business hours)
• Utilize CRM to track member progress
• Meet or exceed assigned performance metrics
• Collaborate with coaches on screening resumes and branding

Good to Have (Not Necessary):

• Familiarity with any of our text stacks:
• CRMS like Salesforce, Outreach, Octopus CRM, Drip.com and LinkedIn Navigator, Hubspot, Airtable
• Calendar management applications like Wordpress, Calend.ly, Google Calendar, Asana and Trello.
• A/V Web: Zoom, Vimeo, Thinkific, Google Meet
• Team Collaboration: Slack, Google Suite & Workplace, Zapier, Gusto, Jira

Experience Requirements

Educational Requirements

Dhaka, Bangladesh (remotely working from home with US-based teams)
You must have dual monitors, high speed laptop/desktop, high-speed internet, Backup IPS (if needed) , and proper work environment.

Workplace and Office Time:

Work from home or at the office. Working hours will be 8 hours daily, preferably between 5 pm to 3 am BD time.

Compensation & Other Benefits

Candidates must have Customer Operation or Student Management experience. Candidates with less than 3 years of experience need not apply. Also, it’s mandatory that he/she will be able to work full-time from evening to midnight in Bangladesh time.