2-4 yearsNoidaGraduation/Post Graduation
Responsibilities
- Dealing with incoming faults in a professional, courteous manner over the phone or via email, chats
- Assist customers in solving problems related to product features, usability, technical issues, product performance, product/feature onboarding, diagnosing/resolving technical issues, and escalation support
- Work closely with senior teams to translate customer feedback into potential fixes/enhancements
- Taking ownership of faults and managing them in a logical and methodical manner
- Achieve team targets for response times, service level and customer satisfaction as established by the Manager Customer Support
- Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
- Conducting full and thorough diagnostics with end-users to enable the first point of contact fault resolution
- Ensuring all faults are progressed and cleared within SLA – escalating to other internal and external teams as appropriate
- Collaborate with team members across Technical Services, Customer Success, Product, Marketing and Engineering team as needed to resolve issues and deliver great customer experiences
- Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing
- feedback with relevant stakeholders including Manager, Product Team, Technical Services and Customer Success Team
- Maintain and create detailed documentation through logging of support cases, email and knowledge base articles for the customer and internal use
- Identify and escalate repeated issues or service risks to senior engineers and Service Delivery Managers
- Sharing knowledge with team colleagues via knowledge sharing sessions
- Manage multiple scheduled tasks for customers, designed to ensure that the customers system remains operational
Requirements
- Prior experience n a customer support role, B2B supporting an Enterprise or SaaS-based application experience preferred
- Comfortable working in 24*7 shifts, weekend or on-call support
- Proven track record of working in a similar capacity providing 24 x 7 application and IT Infrastructure management support to global customers
- Experience with ticketing tools like Jira, Remedy or ServiceNow
- Good interpersonal skills and relationship-building skills
- Excellent customer service skills to be able to serve customers in a team-oriented and collaborative environment
- Basic understanding of ITIL (Incident Management & Escalation Management), Cloud Infrastructure (AWS), Operating Systems (Linux & Windows)
- High personal productivity and excellent time management
- Preferred ITIL Foundation V3 or V4 certification