Customer Support Executive

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Customer Support Executive

Forward Eye Technologies - India
Mumbai, Maharashtra
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4 hours ago
Contractor
L1 Client Support (Technical Support Specialist)

Location - Mumbai

Experience - 8Yrs

Notice period - Immediate joiner only

About the role:

Client Support team is the first line of support for proprietary applications, working with customers

program administrators, stakeholders, and internal customers. Client Support Specialist responsibilities include

program administrator systems training, program administrator assistance, and responsibility for delivery of

minor system configuration and content changes. The Client Support Specialist works on a team of support

professionals and has individual responsibilities for application systems support.

Your responsibilities will include:
• Provide support to internal and external customers on all aspects of proprietary applications (functions

include: campaign setup, system-generated e-mails, system reporting, user data management, and

customization).
• Using defined systems and processes, keep both internal and external stakeholders updated as to the status

of call tickets, requests, projects, issues, and changes.
• Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and

measured.
• Ensure at all times SLAs are observed and met to ensure timely resolution of customer support issues.
• Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the

detriment of the customer. Escalate issues related to capabilities where appropriate.
• Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on

need and impact. Work with internal stakeholders to address priorities.
• Prepare and present (in written and verbal forms) product information that will assist customers with the

capabilities of systems.
• Maintain quality levels for all work related to customers’ requests.
• Ensure there is an ongoing dialog between and each customer with whom the Client Assistance Center

team member is working.
• Collaborate with peers to discuss unique solutions and to document them.
• Coach and develop skills for more junior members of the team.

You should have:
• Bachelors Degree
• 8-10 years of L1-level experience in a customer-facing role in an application support environment for a large

SaaS organization. We value the ability and experience to independently manage operational relationships with

enterprise customers.
• Excellent communication skills in English. This position requires above-par skills to write and speak in English.
• Extensive experience in supporting enterprise customers globally.
• Ability to triage incidents, working with L2 and technology teams to find resolution to customer support

issues.
• Familiarity with HTML and CSS.
• Familiarity with Learning Management Systems
• Expertise in Microsoft Office Suite especially in Excel. Should be able to understand and handle CSV files.
• Ability to review a customer request and apply the necessary analytical skills to ensure successful delivery of

the end product.
• This role will involve direct customer contact; an ability to work with others who are potentially facing issues

with products, in a professional manner is mandatory.
• An inherent ability to multitask and manage customer expectations to the satisfaction of all involved parties

is critical to the success of the incumbent.
• Ability to consistently spot and report issues before they reach a point of becoming critical.
• A desire to constantly examine issues, looking for the opportunity to improve processes and/or technology.
• Must have an inherent attention to detail.

Shift Requirements
• You will be required to work in rotating 24 x 7 shifts.

Share our updated resume at

[email protected]