Customer Support Executive (Remote)

About Central Data Storage

Central Data Storage is a premier provider of data backup and recovery solutions, committed to safeguarding our clients’ critical data with cutting-edge technology and unrivaled customer service. We pride ourselves on creating long-lasting relationships with our customers by consistently delivering reliable and secure solutions that inspire confidence and trust.

Job Summary

We are seeking a motivated and customer-centric Customer Support Representative to join our dynamic team at Central Data Storage. In this role, you will be the front-line voice for our customers, ensuring they receive prompt and comprehensive technical support for our data storage and recovery solutions. You will be responsible for addressing customer inquiries, troubleshooting issues, and driving overall satisfaction by resolving concerns efficiently. This role involves handling a range of customer interactions across phone, email, and live chat, while also focusing on subscription renewals and relationship-building.

Key Responsibilities

Customer Support:

• Respond swiftly to customer inquiries and requests via phone, email, and live chat, ensuring all interactions are addressed with professionalism and empathy.
• Provide detailed technical support for our data storage and recovery products, troubleshooting complex issues and guiding customers through solutions.
• Maintain accurate and detailed records of customer interactions, resolutions, and follow-up actions, ensuring a high standard of service documentation.
• Continuously strive to exceed customer expectations, providing exceptional service in every interaction.



Subscription Renewal:

• Proactively engage with customers to manage subscription renewals, addressing any concerns or queries to ensure a smooth renewal process.
• Leverage customer insights to identify opportunities to cross-sell or upsell additional services and products that would benefit the client.
• Build long-term relationships with customers, driving engagement and loyalty through personalized communication.

Customer Satisfaction:

• Actively listen to customer feedback and provide insights on how to enhance our offerings or customer experience.
• Effectively resolve customer complaints or escalations, ensuring a timely and satisfactory resolution.
• Promote a positive customer experience by anticipating needs and offering proactive solutions.

Technical Troubleshooting:

• Diagnose and resolve technical challenges related to our data storage and recovery services, working closely with customers to resolve issues swiftly.
• Clearly and concisely explain technical concepts and solutions to non-technical users, ensuring customer confidence and understanding.
• Apply advanced technical skills to identify root causes and implement lasting solutions, minimizing future technical disruptions.

Backup Monitoring and Verification:

• Proactively monitor customer backups to ensure they are completed successfully and consistently, immediately addressing any discrepancies or failures.
• Verify the integrity and recoverability of backed-up data, ensuring customers can restore files when needed.
• Communicate backup status updates with customers, reinforcing the importance of consistent data protection practices.

IT Partner Coordination:

• Maintain regular and open communication with assigned IT partners, providing updates on customer satisfaction and service performance.
• Collaborate with IT partners to identify potential new business opportunities and strategies for growth, ensuring a cohesive approach to customer service.
• Provide detailed account reports and performance metrics to IT partners, fostering strong relationships.

Machine Metrics Monitoring:

• Monitor critical machine metrics, such as underutilization, outdated software, or network disconnects, and proactively address concerns.
• Collaborate with internal teams to improve machine utilization and operational efficiency.
• Recommend actionable improvements to optimize machine performance and ensure smooth operational workflows.

Qualifications:

• Bachelor’s degree or equivalent professional experience.
• Minimum 3-5 years of experience in a customer support role, preferably within a SaaS environment.
• Exceptional written and verbal communication skills, with the ability to articulate complex technical issues clearly and concisely.
• Strong technical aptitude, analytical skills, and problem-solving abilities.
• Proven ability to thrive in a fast-paced, customer-centric environment, effectively handling multiple tasks and priorities.
• Familiarity with data storage and recovery solutions or similar technologies is highly desirable.
• Hands-on experience using Slack, Monday.com, Google Meet, CRM’s (Close, Hubspot)
• Ability to work within the CST time zone (5 PM IST-5 AM IST)
• You should own a laptop.
• Previous experience in the cybersecurity or data storage industry.
• In-depth knowledge of common data storage protocols, concepts, and technologies.
• Certifications in customer service, technical support, or relevant fields are a plus.

Benefits:

• Competitive salary and comprehensive benefits package.
• Opportunities for continuous professional growth, development, and certification.
• Enjoy a collaborative and supportive team environment that fosters innovation and creativity.
• Participate in virtual team lunches, yearly team retreats, and company-wide events to celebrate our successes and strengthen team bonds.
• Benefit from attractive incentive programs that reward exceptional performance and contribution.

If you’re passionate about customer support, enjoy solving technical problems, and want to grow with a forward-thinking company, we encourage you to apply and become a key part of our success at Central Data Storage!