Job Description:
Title: Customer Success SpecialistType of Work: Full-timeLocation: ColomboAbout the Role Kaleris is a private equity-backed software firm focused on supply chain optimization, headquartered in Atlanta, Georgia. We are a global leader in the supply chain execution market, focused on accelerating the transformation of digital supply chain for industrial and finished goods shippers and carriers by combining best-in-class solutions for challenges tied to yard management, shipment visibility, and asset management, across rail, truck, and multi-mode transportation. Responsibilities
- An entry-level Customer Support Engineer works under the supervision of more senior Support Engineers and Managers. Associate Customer Support Engineers primarily focus on issues assigned by supervising team members and should be able to learn product and relevant domain business process and case management quickly using documentation, on-the-job training, and mentoring.
- Troubleshoot product, configuration, and connectivity issues, escalating complex cases to senior engineers as needed.
·Document customer interactions, issues, and resolutions in the case management system to ensure knowledge sharing and trend analysis.
·Assist in monitoring system performance and proactively identifying potential issues that could impact customer experience.
·Follow up with customers to ensure issues are fully resolved and satisfaction is maintained.
Requirements
- Experience with multi-tenant Applications
- Salesforce experience desired
- Position has rotating shifts
Benefits & Compensation
- Competitive compensation package
- Paid Leave (Vacation/Annual, Casual, Volunteering time off)
- Hospitalization Insurance
- Life & Accident Insurance
- Broadband Allowance, IT gadgets Allowance
- Employee Assistance Program
- Career growth and mentorship
The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned from time to time or the scope of the position may change necessary to business demands. We are an equal-opportunity employer and value diversity at Kaleris. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
