Customer Onboarding & Support Executive (Night Shift)

Overview

Yanolja Cloud Solution Pvt. Ltd. (YCS); formerly eZee Technosys, is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses. With more than 390+Team members, 17+ years of experience, YCS currently has 33,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match. We have a Local teams in 9+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA and counting.

Job Responsibilities (but Not Limited To)

• Client Onboarding: Coordinate the onboarding process for new clients, ensuring a smooth and efficient transition onto our platform.
• Needs Analysis: Conduct in-depth needs analysis with clients to understand their requirements and customize solutions accordingly.
• Training: Provide comprehensive training to clients on using our products and services effectively.
• Support Services: Respond to client inquiries promptly and resolve issues to ensure high levels of customer satisfaction.
• Relationship Building: Build strong relationships with clients, becoming a trusted advisor for their ongoing needs.
• Product Knowledge: Maintain an in-depth understanding of our products and services to offer expert advice and support.
• Feedback Gathering: Actively gather client feedback and communicate insights to the product and development teams for continuous improvement.
• Troubleshooting: Troubleshoot technical issues faced by clients and collaborate with the technical team to provide effective solutions.
• Documentation: Maintain accurate records of client interactions, issues, and resolutions in the CRM system.
  
  

Requirements

• Bachelor's degree, Technical Degree shall be preferred.
• Minimum of 2 years in a customer-facing role, such as customer support, account management, or client onboarding.
• Strong technical acumen to understand software products and effectively troubleshoot issues.
• A passion for delivering exceptional customer service and building lasting relationships.
• Proven ability to identify, analyze, and resolve problems in a timely manner.
• Ability to work in a dynamic and fast-paced environment, adjusting to changing client needs.
• Ability to collaborate effectively with cross-functional teams.
• Experience working in the hospitality industry, hotel tech companies, and OTA companies is preferred