Job Summary
Customer Support Specialist is responsible for responding to customer queries, resolving customer issues and questions, and guiding users through products features and functionalities. Incumbent should be an excellent communicator who’s able to earn customers’ trust.
Help establish reputation of 360factors as a company that offers excellent customer support and customer satisfaction.
Key Responsibilities
- Managing and monitoring incoming calls, emails and portal-based support requests.
- Communicate with internal and external teams to ensure timely follow up of issues. Provide frequent updates and support to customers effectively and in a timely manner.
- Key performance metrics include first response timeline, providing periodic updates and resolving issues within a specified timeline depending on the severity and type of problem.
- Record customer interactions using support tools such as Freshdesk, chat and phone.
- Able to work with customer to identify and document a particular technical problem, including collecting screen shots and diagnostic logs.
- Provide accurate, valid and complete information by asking the right questions and using the right methods/tools. This includes the ability to set up and replicate the technical issue within our software that the customer is experiencing, and to document and describe those steps to the software development teams
- Create and maintain documentation of solutions to common software problems and customer questions and to create solution articles for an internal knowledgebase of solutions
- Create surveys, walk-throughs & FAQs for the customers via available tools
- Identify and assess issues reported by the customer and escalate it to the relevant team to achieve a satisfactory outcome for the customer in timely manner. More technical issues may be assigned to the tier 2 (implementation) and tier 3 (development) teams for resolution. However, ownership of the customer support ticket remains with the Customer Support Specialist, including obtaining updates from the tier 2 and tier 3 teams and providing periodic updates to the customer.
- Build sustainable relationships and trust with the customers through open and interactive communication via feedback calls at the time of closure of request
- Follow communication procedures, guidelines and policies
Education & Experience Requirement
- Bachelor’s degree, preferably in a software or technical field.
- Must have 2+ years’ experience of software support/customer service for US-based clients
- Must have working knowledge of software or SaaS applications, preferably business or enterprise applications.
- Experience with data migration and data import processes and tools
- Experience working in the banking industry and/or with risk, compliance, or internal audit processes would be a plus
- Strong phone contact handling skills; must diligently answer in-bound calls with varying spans and support requirements of diverse customer base
- Excellent written and verbal English skills; demonstrable experience of writing and maintaining documentation
Desired Skill Set
- Able to understand customer perspectives and manage customer expectations
- Skilled multi-tasker with the ability to prioritize, and manage time effectively
- Experience with Freshdesk, Zendesk or Jira support software and remote support tools such as video conferencing and screen capture utilities.
Required Behavioral Traits
- Active listener; seek to understand the customer first before presenting a solution
- Customer orientation and ability to adapt/respond to different types of personalities
- Ability to stay calm and perform well under pressure. Promote positive tone and high standards of quality
- Ability to work independently and in time sensitive environments
- Quick learner, highly organized, problem solving and detail oriented
- Ability to focus on technical details and to document specific steps to reproduce a problem and to completely describe the problem and steps.
Send us your resume at [email protected] mentioning the position in subject line.