Customer Support Executive |Tech Support|
Roles and Responsibilities :
The role is to provide troubleshooting over email and sometimes over the call to our client’s customers while providing an exceptional and courteous customer experience. The candidate has to be available on weekdays and weekends from home and training will be provided.
The current 6-week rotating roster is between the hours of 7 am to 10.30 pm. You will be responsible to answer the customer’s queries from all over the world.
Duties will include :
Responsible to handle inbound customer support tickets in a very professional manner.
Should be able to give timely responses to customer requests and prioritize issues based on urgency to ensure that all requests meet the required service level agreement.
Have handled Level 1 and 2 Application Support.
Prioritize incoming requests to gather required information for the investigation, troubleshooting, and resolution.
To ensure delivery of technical support and project services within agreed SLAs and timelines to support business objectives.
Responsible for review, analysis of log files, reports, and other information provided by customers.
Should have a professional dialogue with customers to help troubleshoot and quickly identify the root cause of issues.
Ensure timely delivery with frequent and regular review of plans and activity reports.
Escalate critical issues and decisions to the head of Technical Support, for senior management approval.
Responsible for line management of the individual team managers to ensure that they are performing to targets with regular team meetings.
Customer’s follow-up post-resolution to confirm that tickets can be closed.
Full ticket life-cycle management from submission through to resolution.
Act as an escalation point for teams to resolve issues within the teams as well as across the organization and for external suppliers.
Accurately log all information promptly whilst building rapport with internal members of staff.
Proper management of tickets and notes to be kept up to date.
Need to work closely with the customer support team as well as the Technical product teams.
Should be adaptable and comfortable to work in a 24×7 shift environment.
Should be able to resolve issues over the phone if required.
Demonstrate and develop good relationships with retailers to instill confidence.
Participation in product training and sharing knowledge throughout the team.
Complete detailed service weekly reports.
Strictly maintain SLA of support tickets.
Experience in the Jira service desk is essential, if not training will be provided.
Desired Candidate Profile :
Must have the ability to effectively troubleshoot and resolve technical issues in a customer-facing role.
Should have fluency in English communication with clarity and concise.
Previous experience of working in a technical customer support role for an IT-related product or service.
Must be familiar with Google Drive, Docs, and sheets.
Should be able to respond to the customer in an excellent professional manner.
Strong attention to detail, interest in technology, and the ability to pick up new technology.
Demonstrate commitment and passion for resolving customer issues and advocate for their success, in a fast-paced, highly technical environment.
High attention to detail.
Solve the overall problem to prevent an issue from re-occurring, instead of just providing an answer to address an issue.
Recommended to have basic SQL database knowledge. (Impact analysis and quantification of issues)