Customer Support Specialist

We are presently looking for a  Customer Care Specialist to provide day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.

In this role you will :

• Serve as the primary contact and provide first-level support for clients.
• Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed
• Logs and tracks calls using Salesforce tracking software and maintains historical records and related problem documentation.
• Maintains a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives.
• Develop a strong understanding of the business and can relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management.
• Work in conjunction with Sales and Product Development staff to create and deliver new / and / or custom products and samples are required by clients.
• Ability to coordinate with multiple internal departments to resolve customer-related issues or requests.
• Provide on-call support – beeper coverage rotation required 24 / 7 (approximately every 8 weeks)
• Generate monthly reports of customer product usage as required
• Support CPX team on projects and initiatives from time to time
• Monitor and modify customer delivery profiles as required
• Participation in customer calls as required
• Flexible to work in US / APAC market shift timings(India night shifts) also as per the business need.
• Other duties as assigned by the line manager, such as assisting other CC teams, improvement initiatives, self learning etc

For this role we are looking for Individuals who have :