Customer Support Representative
Published date: 2024/01/10
- Location: Pune, Maharashtra, India
Designation: Customer Support Representative
Experinece: Minimum 3 years into Product - Customer Suppost
Location: Baner, Pune (Currently working in Hybrid mode)
Job Description:
• Should have experience in Product – Customer Support and managing multiple projects at a time.
• Research and understand business processes
• Create well written easy to navigate user guides
• Support user testing of software to validate bug fixes
• Logging and processing support calls
• Analyze and provide solutions based on initial investigation to Tier2 team
• Explain to clients and users to determine the nature of any problems they encounter
• Investigating, Diagnosing and Solving Tier1 level issues
• Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance
• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
• Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to address technical issues at all times.
• Working time – US working hours
Requirements
Excellent Communication Skills
Good experinece in Customer Support - Software Product
Should have worked with International Clients
Should be comfortable working in US Working Hours (4 pm - 1 am
Experinece: Minimum 3 years into Product - Customer Suppost
Location: Baner, Pune (Currently working in Hybrid mode)
Job Description:
• Should have experience in Product – Customer Support and managing multiple projects at a time.
• Research and understand business processes
• Create well written easy to navigate user guides
• Support user testing of software to validate bug fixes
• Logging and processing support calls
• Analyze and provide solutions based on initial investigation to Tier2 team
• Explain to clients and users to determine the nature of any problems they encounter
• Investigating, Diagnosing and Solving Tier1 level issues
• Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance
• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
• Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to address technical issues at all times.
• Working time – US working hours
Requirements
Excellent Communication Skills
Good experinece in Customer Support - Software Product
Should have worked with International Clients
Should be comfortable working in US Working Hours (4 pm - 1 am
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