Specialist, Customer Support

We are seeking a passionate and knowledgeable Customer Support Specialist to join our team, focusing on Zoho Expense and Zoho People applications. In this role, you will play a crucial part in enhancing customer experience by providing exceptional support and guidance to our clients. Your expertise in these applications will empower customers to streamline their expense management and HR processes effectively.

Roles and Responsibilities:

Customer Support

• Serve as the first point of contact for customer inquiries regarding Zoho Expense and Zoho People, addressing technical issues, account inquiries, and feature explanations.
• Provide detailed, empathetic, and responsive support to users through various channels (email and support tickets), ensuring timely resolution of issues.
• Maintain a high level of customer satisfaction by resolving concerns efficiently and professionally.

Technical Expertise

• Develop a thorough understanding of Zoho Expense and Zoho People functionalities, including expense reporting, approval workflows, time tracking, and HR management features.
• Assist customers in troubleshooting complex issues, guiding them through application functionalities, and recommending best practices to enhance their experience.
• Conduct system diagnostics and escalate issues to the technical support team when necessary, ensuring follow-up and resolution.

Training and Documentation

• Create and update user guides, FAQs, and other instructional materials to help customers navigate the applications effectively.
• Facilitate training sessions and webinars for clients to improve their understanding of Zoho applications, covering new features and updates.
• Collaborate with the training team to develop comprehensive training programs tailored to customer needs.

Feedback and Improvement

• Collect and analyse customer feedback to identify trends and areas for improvement in the applications and support processes.
• Partner with product management to relay customer insights, helping to inform future product enhancements and feature developments.
• Actively participate in product testing and user acceptance testing (UAT) for new features and updates.

Collaboration

• Work cross-functionally with Account Managers, product, and marketing teams to ensure alignment on customer needs and experiences.
• Assist in onboarding new customers, ensuring they are set up for success with Zoho Expense and Zoho People.
• Participate in team meetings to share knowledge, discuss challenges, and collaborate on solutions to enhance the overall customer experience.

• Bachelor’s degree in Business Administration, Information Technology, Human Resources, or a related field is preferred.
• At least 2 years of experience in customer support or a related field, preferably in a software or technology environment.
• Demonstrated experience and proficiency with Zoho Expense and Zoho People applications are required.
• Strong analytical and problem-solving abilities with a focus on customer service and satisfaction.
• Excellent verbal and written communication skills; ability to explain complex concepts clearly and concisely.
• Proficient in using support ticketing systems and CRM tools.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong interpersonal skills with a friendly and approachable demeanour.
• Highly organized with the ability to manage multiple tasks and priorities effectively.
• Self-motivated and adaptable, with a willingness to learn and grow in a fast paced environment.
• Passionate about helping customers succeed and enhancing their experience with technology.

About Us

GoGlobal is a leading global expansion service provider offering comprehensive solutions in global recruitment, employment, payroll and compliance services. As a trusted partner, we specialize in assisting businesses with their human resources, taxation, accounting, and all corporate services essential for seamless global expansions and operations. With a robust presence in over 100+ countries, our expertise extends to recruiting, employing on behalf of clients, facilitating payments, and establishing operational footholds, including legal entities, bank accounts, and ensuring annual compliance worldwide. Powered by cutting-edge technology, our solutions complement our experienced on-the-ground experts, enabling us to navigate and address the unique intricacies of each locale with a cohesive global strategy.

Why GoGlobal

GoGlobal, as a privately-owned company, offers its clients genuine global solutions! We stand out from the crowd as we make swift decisions aligned with our ambitions, free from outside investor pressures. This gives us the flexibility to quickly adapt to market changes and seize unique opportunities. Instead of distributing earnings to shareholders, we invest our profits back into the business, fuelling growth that’s driven by our own revenue and our team’s performance. Without expectations from external investors, we have the freedom to chart our own course and our success. Winning in our own way is what drives us.

Most importantly, our independent ownership allows us to preserve our culture that is rooted in our core values; prioritizing people, focusing on performance, embracing candor, valuing diversity, being agile and adopting a contrarian approach. With a diverse and growing team members across more than 45 countries, we embrace differences, practice empathy and encourage feedback. We operate in a trust-based environment where our team members are empowered to do their best work without the complications and challenges of navigating silos and unnecessary bureaucracy.

Join us as we leverage innovative thinking and teamwork to explore new opportunities and possibilities!

How we are different

• We’re private: We totally respect that many companies raise a lot of capital and we applaud these successes. At GoGlobal, we simply like people actually in the business to control the business.
• We’re not a rocket ship: We’re pretty happy on earth. Growth isn’t everything.
• We’re not a tech company: We fundamentally believe that this industry cannot be replaced by tech in the foreseeable future and it’s the people that make the difference.
• We’re profitable: We’re pretty prudent in how we spend money because we’re managing our business without outside investors. That said, we’re profitable and continue to grow sustainably. We sleep better at night knowing that we don’t have to raise money. Maybe it’s a little old school, but we believe businesses should be profitable to survive long term.
• We’re diverse. No, really, we are. Compare the team on our website to others you know. We think you’ll agree!
• We’re transparent: Every month we openly share our strategy and financials so you feel ownership of your role in the company’s success.
• We’re structured as a partnership versus a corporation: We’re the only one in our industry that’s structured this way, allowing us to attract some of the best talent since everyone has the opportunity to be a partner in the firm.
• We are the underdog: We think it’s more fun to be a pirate than to be in the navy.

What we offer

• Global career: Work alongside the best talent from diverse backgrounds in a fast-expanding international business
• Results-driven culture: Excel in a result-driven environment that recognises and rewards high performance
• Remote work: Embrace flexibility with our remote work environment
• Unlimited vacation: Enjoy unlimited vacation days to rest and recharge at your own pace.
• Wifi: Get your home wifi costs covered, ensuring you are always connected.
• Annual training: Benefit from an annual training allowance to further your professional development

Ready to take the next step in your career with us? Apply now!

Protecting Yourself Against Recruiting Scams

Please be aware that there are people impersonating GoGlobal employees and creating fake job listings to steal personal information and/or money from candidates. We want to make sure that all interested applicants stay safe when applying for jobs at GoGlobal.

Follow these tips to safeguard your personal information:

Verify Job Listings:

• All legitimate GoGlobal job openings on external platforms (e.g., LinkedIn, Indeed) are also listed on our official website: GoGlobal Careers. If you spot a GoGlobal position solely on a job board, without a corresponding listing on our site, it's likely a scam.

Check Email Domains:

• GoGlobal employees only use email addresses ending with "@goglobal.com". If you receive communication from someone claiming to be from GoGlobal, ensure their email domain matches our standard.

Validate Job Offers:

• Legitimate job offers at GoGlobal entail a rigorous interview process involving multiple rounds. Be wary of any offer received without undergoing this standard procedure.

Protect Personal Information:

• GoGlobal never solicits passport details, financial information (such as credit cards or bank accounts), or money from job candidates. If asked for such information prior to a thorough interview process, it's likely a scam.

Verification Assistance:

• If you've received a job offer from GoGlobal but are unsure of its legitimacy, contact us at [email protected] before divulging any personal information for onboarding purposes. We're here to assist you in verifying the authenticity of the offer.

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