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Customer Support Analyst

Customer Support Analyst

ConfidentialBengaluru / Bangalore
30+ days ago
Job description

Roles & Responsibility

  • Take end to end ownership of resolution of reported customer issues and request by probing, analysing, and working with multiple technical teams internally.
  • Liaising with other functions to ensure customer issues / requests are resolved satisfactorily in a timely manner.
  • Following with customers to ensure their issues and requests have been addressed to their satisfaction and keeping them updated status of open cases.
  • Escalating complex customer issues to next level and ensure there a proper hand off on escalated issues.
  • Delivering value added solution to clients, identifying and promoting service improvement, efficiencies, and opportunities.
  • Staying current with Product knowledge and improve technical skills to be able to resolve most of the customer issues on first contact.
  • Responsible for the Customer Support operations of the assigned shift, available for escalations or to assist team members in resolving customer issues.

Requirement & Experience

  • Bachelors degree in Computer Science or equivalent with 5-7 years of relevant technology support experience.
  • Strong verbal and written communication skills with excellent interpersonal and customer service skills.
  • Excellent problem-solving abilities, attention to detail and resolution skills.
  • Previous customer service experience, preferably in a fast-paced environment.
  • Demonstrated ability to empathize with customers, actively listen, ability to always defuse situation than intensify one.
  • Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome.
  • Demonstrate professionalism, discretion, and good judgement in all interactions with customers and co-workers.
  • Open to working in night shifts or any shift based on business requirement.
  • Familiarity working with ITSM / CRM tools, preferably Sales Force.
  • Skills Required

    Customer Service, Problem-solving, Crm

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    Customer Support • Bengaluru / Bangalore