Author Support Associate
Description
We are seeking a driven, self-motivated candidate to join our growing organization.
IN THIS ROLE YOU WILL :
Managing tickets
Recording and managing issues and escalating where necessary
Resolving cross-functional issues at the subordinate level
Manage the scope of the issue and change control and escalate issues where necessary
Monitor the issues’ progress and intensity
Provide status reports to the Team Manager
Liaise with authors, internal teams, and updates progress to team Manager
Customer Service, updating author on ticket’s status and progress on a daily basis
Work closely with authors to ensure the quality of the product meets industry standards
Manage ticket evaluation and dissemination activities
Is accountable for the delivery of planned deliverables associated with the ticket
Providing regular status reports to the Team Manager
Requirements
0-2 years of customer facing experience
Excellent communication skills; both verbal and written
Exceptionally Organized and has expert multitasking skills
Experience in handling customer queries – Inbound / Outbound calls & Tickets
Willing to work the extra mile when required
Regional Language knowledge is an advantage – Hindi Compulsory
Previous experience in handling queries through Ticketing system and Service level adherence
Knowledge about books & a passion towards customer service
Benefits
Our benefits package includes the best of what leading organizations provide, such as:
A flat and transparent culture and chance to work with the leadership team of a high growth startup
Best learning and development opportunities, a chance to have a big impact in a hyper growth setup
The possibility of having a huge societal impact - we help writers fulfill their dreams and our books reach hundreds of thousands of readers in India
Other Benefits - Employee Stock Options, Paid Time Off for Annual Vacations, Healthcare and Insurance.