Customer Onboarding & Support Executive

Organizational 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 450+ Team members and 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 team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, and counting.

Profile Overview:

• Customer-centric professional with 2+ years of experience in client-facing roles, specializing in onboarding, training, and providing comprehensive support. Proven ability to build strong relationships and deliver exceptional service.
• Technically proficient with a strong understanding of software products and the ability to troubleshoot issues effectively. Adept at analyzing needs, identifying solutions, and ensuring client satisfaction in a fast-paced environment.
• Team player with excellent communication and collaboration skills. Eager to contribute to a dynamic team and drive customer success within the hospitality industry or related sectors.

Roles & Responsibilities

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

Key Competencies for the Role:

• Client Onboarding and Training: Expertise in coordinating smooth onboarding processes, conducting needs analyses, and delivering comprehensive training on software products and services.
• Technical Acumen: Solid understanding of software products and the ability to troubleshoot technical issues effectively.
• Customer Relationship Management: Proven ability to build and maintain strong client relationships, acting as a trusted advisor and ensuring high satisfaction levels.
• Problem-Solving and Analytical Skills: Adept at identifying, analyzing, and resolving client issues promptly and efficiently.
• Communication and Interpersonal Skills: Excellent written and verbal communication, with the ability to convey technical information clearly and concisely.
• Collaboration and Teamwork: Experience working effectively with cross-functional teams to achieve shared goals.
• Adaptability and Flexibility: Ability to thrive in a dynamic environment and adjust to changing client needs.
• Industry Knowledge: Familiarity with the hospitality industry, hotel tech companies, and OTA companies is a plus.

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.
• Must have Laptop and a proper Internet connection
• Should read, write, and speak English and regional languages.
• 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.