Customer Success Engineer
Hello! đź‘‹
Who are we?
Locus.sh is a leading-edge technology company dedicated to solving the most challenging problems in logistics and supply chain. Our ambition? To revolutionize the supply chain realm through cutting-edge technology, enabling smarter, automated decision-making. From dispatch management and carrier orchestration to route optimization and real-time insights, our solutions are designed to enhance efficiency, consistency, and transparency in operations.
Our Journey and Impact:
Since our inception in 2015, with the backing of esteemed investors like GIC Singapore, Qualcomm Ventures, Tiger Global, and Falcon Edge ($80M raised so far), we've embarked on a global mission to redefine logistics. Our technologies have empowered giants like Unilever, Nestle, and The Tata Group, facilitating over 1 billion deliveries across 30+ countries. The result? A staggering $288 million in cost savings, a 12 million tonne reduction in CO2 emissions, and an unwavering 99.5% SLA adherence.
Our Global Footprint:
Based in Bangalore, India, our reach extends across the Americas, Southeast Asia, the Middle East, and beyond. As a vibrant team of 170+ visionaries, we're on an exhilarating growth trajectory.
Traits We Value:
Global: You possess a global mindset, understanding and appreciating diverse cultures and market nuances. You're adept at thinking beyond borders and appreciate the vast opportunities that a worldwide perspective brings.
Unrelenting: You display unmatched perseverance and commitment in everything you do. Challenges invigorate you, and you are determined to overcome obstacles with innovative solutions.
Intelligent: You consistently demonstrate sharp analytical thinking and astute problem-solving capabilities. You're quick to grasp complex concepts and can effectively communicate intricate ideas.
Customer success engineer
Location : Bangalore
Are you a customer support champion who is passionate about bringing value to customer’s needs? Do you believe you could enhance our customer experience to deliver delightful experiences? Do you believe you can be the voice of the customer and communicate customer feedback to the management team? If you’re answering yes, you are the person we are looking for.
Roles and Responsibilities:
Interacting with customers using telephone, email, and chat services to resolve complex support and various other account management functions.
Communicate complex technical topics in clearly understandable written and spoken English with customers over tickets, calls etc
Troubleshoot and help solve inbound customer inquiries, while providing exceptional service experiences along the way.
Become an expert on the Locus platform, and help educate customers on best practices.
Investigate & escalate any critical issues to relevant stakeholders across the organisation
Work closely with the Customer Success team to keep them informed of all important customer interactions
Contribute to our Help Centre articles and curate existing content to ensure customers are aware and have access to self-serve content
Analyze. You will analyze SLAs, response times and open tickets and apply your findings to develop an effective and workable framework for managing and improving customer support.
Strategize. You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis. You will develop and improve the phone/ticket processes to ensure free flowing resolution, escalation, and information within the organization.
Execute on team initiatives to improve internal processes and our customer experience as a whole.
Who would fit the role?
2-4 years in a customer facing support business.
Must be able to read, write, and speak English fluently.
Must have excellent knowledge of business writing, grammar and mechanics used in speaking and writing with customers and co-workers
Demonstrable problem solving and troubleshooting skills, logical thought process.
Good technical aptitude to ramp up on technical and business concepts.
Good to have an understanding of SaaS products or the logistics tech industry.
Should know how to work on Excel.
Supporting clients 24/7, thus hours of work may vary
Experience working with REST APIs is a plus
Experience working with Freshdesk Ticketing is a plus