Customer Service Executive with SAAS Background

CUSTOMER SERVICE EXECUTIVE OVERVIEW
Our team is growing and we’re looking to hire a Customer Service Executive who will assist our Amazon seller group in addressing inquiries, concerns, and requests on a daily basis.

CUSTOMER SERVICE EXECUTIVE RESPONSIBILITIES
Deliver support to Titan members via Freshdesk or other similar customer service platforms
Communicate with members and process information provided related to their inquiries, concerns, or requests about Titan Tools
Gather member's information and evaluate and analyze these to determine

Priority level of the issue:
Level 1 issues can be addressed by the Customer Service Executive based on their knowledge of the tools. These are usually issues caused by user error, questions about how to use a specific feature, or steps to execute a task.
Level 2 issues require developer intervention and should be escalated to the technical team. These are Level 1 issues that are unable to be resolved and subsequently confirmed as bugs.
Coordinate with the technical team by creating detailed tickets on Asana for Level 2 issues with the full specifications based on the discussion with the member
Follow up with the technical team and the member, relaying information between parties until the issue is resolved
Keep up to date with new releases and changes within Titan Tools

CUSTOMER SERVICE EXECUTIVE REQUIREMENTS
Ability to speak and write clearly and accurately
Demonstrated proficiency in typing and grammar
Multi-tasking capabilities
Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
Able to quickly learn and retain new information, especially related to large amounts of data and calculations
At least 2 years of work experience with handling support for SaaS
At least working knowledge of how Amazon works is a plus
Ability to speak and write clearly and accurately
Demonstrated proficiency in typing and grammar
Multi-tasking capabilities
Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
Able to quickly learn and retain new information, especially related to large amounts of data and calculations
At least 2 years of work experience with handling support for SaaS
At least working knowledge of how Amazon works is a plus

WORK SCHEDULE
Shifting schedule

WHO WE ARE
TITAN NETWORK is an exclusive, invite-only membership organization for elite Amazon sellers. We provide top of the line process, mentorship and everything you need to achieve your goals and success. We have been helping Amazon sellers in making their business highly-profitable.

HOW TO APPLY
Interested applicants may send their letters and updated ---------- your application, please include a 60-second introduction telling us why you are a great fit for the position. You may use ---------- to record this and include the link in your letter. Application with video introduction will be highly preferred. Please note, only shortlisted candidates will be contacted.