Meet Arjun: get to know the experts behind SmartSimple

SmartSimple’s Community Support Center provides global system support to 66,000 monthly users across 192 countries. Arjun Hiranandani, Technical Account Advisor, explains the role of technical support and what it means for our clients.

Arjun Hiranandani, Technical Account Advisor, SmartSimple
Describe your role  

I’m a Technical Account Advisor within the Community Support Center, based here in our Toronto office. I’m one of 10 advisors who look after close to 2,250 client requests every month, resolving 87% of requests in full. Our biggest priority is doing everything we can to exceed our clients’ expectations, giving them the care and attention that SmartSimple is known for. It’s one reason why our client retention rate is at 97%.

In this role, having a real passion for quality client care is a must. And, it’s not down to good luck that for two-years running, our clients have given us a satisfaction rating of 8.5 (scored out of 10).

How do you ensure the best service for SmartSimple clients?

We’re always here for our clients, whenever they need us. If any of our 250+ clients around the world have a request or need something sorted out, our in-house system support team are available over the phone, by email, online chat, in-system chat and a critical care line that’s monitored 24/7/365. So - no matter what, when or where, someone is always listening.

What is Premium Support Services?

Many of our clients have complex needs that require a bit more help from us. Premium Support Services offers an extra level of service in that each client has their own Dedicated Support Representative. Clients can also discuss anything related to their system’s functionality and configuration during monthly calls with Eric Lauer, Director of Customer Experience. Over the last 12-months, the service has grown in popularity, and today, it's relied on by more than 30 of our clients.

What's the best thing about your job, and what’s the greatest challenge?

Being able to turn clients’ requests into a positive IT experience is the best thing about my job.

In terms of challenges, the Community Support Center is fast-paced, and every day brings something new. What's important, is bringing the right attitude to each new challenge.

What happens with client feedback?

Feedback is really important in helping us get a better understanding of how our clients feel about their support experience. We work closely with colleagues across the business to review feedback and find out how we can adapt to bring about improvements, so we continue to deliver the best service possible.

In your spare time?

I head to the beach for walks on weekends. I’m also a self-confessed foodie, and take every chance to travel, just to try new food! Playing and watching soccer is always a big part of my week - I’m a die hard fan of the UK club, Manchester United.


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