Job Description
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In this role your key responsibilities will be:
Be a subject matter expert in Zellis products and the support process.
Provide real-time support for a wide range of software related queries across a variety of contact channels.
Achieve established targets to required productivity levels and quality standards in order to deliver excellent customer support and an effortless experience.
Progress, own and manage cases escalated from colleagues to resolution, adhering to Service Level Targets and other key customer-driven KPIs
Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for application issues Review cases passed from colleagues where a defect has been identified, create the associated problem, knowledge article and DevOps record and manage the customers' expectations through defined process
Identify outstanding cases being worked by other team members which relate to problems you have raised, and update cases as appropriate
Identify opportunities for case deflection including trend analysis, creation of knowledge articles and potential product enhancements
Review/approve knowledge article content, ensuring no duplication within the knowledgebase Identify creative troubleshooting workarounds and support recommendations for cases that cannot be resolved through existing knowledge articles or troubleshooting steps
Escalate individual support cases that cannot be resolved through available troubleshooting steps to extended teams
Adhere to all Support procedures, policies and quality standards and work with the Quality Manager and Continuous Improvement Manager to suggest and drive process improvements Promote Zellis products and services, both internally and externally
Understand root cause and make recommendations on processes and product design to improve efficiency, productivity, and customer satisfaction
Represent your team and/or Zellis Support Services during internal/external meetings Maintain and update accurate case and customer information within our systems
Essential Skills
Proven analytical and problem-solving skills with the ability to take ownership of any problem and see through to resolution
Experience In a Multi-channel Customer Service Contact Centre
Excellent written and verbal communication skills
Previous relevant experience of supporting any HCM Software Product Suite
Able to work independently, manage your own time and priorities, giving urgency when needed Able to multi-task, manage a diverse workload
Be approachable and able to share your knowledge through mentorship
Self-motivated and resilient
Be confident in leading internal huddles, meetings, and external customer meetings, documenting and sharing outputs
Well organised with an attention to detail
Flexibility to work in rotational shifts across a 24-hour window (6:30 am to 6.30 am next day) throughout the week, including weekends
Positive and flexible attitude to work
Ability to work under pressure and to tight deadlines
Ability to work with cross-functional teams
Ability to learn using all available resources and retain knowledge effectively
In this role your key responsibilities will be:
Be a subject matter expert in Zellis products and the support process.
Provide real-time support for a wide range of software related queries across a variety of contact channels.
Achieve established targets to required productivity levels and quality standards in order to deliver excellent customer support and an effortless experience.
Progress, own and manage cases escalated from colleagues to resolution, adhering to Service Level Targets and other key customer-driven KPIs
Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for application issues Review cases passed from colleagues where a defect has been identified, create the associated problem, knowledge article and DevOps record and manage the customers' expectations through defined process
Identify outstanding cases being worked by other team members which relate to problems you have raised, and update cases as appropriate
Identify opportunities for case deflection including trend analysis, creation of knowledge articles and potential product enhancements
Review/approve knowledge article content, ensuring no duplication within the knowledgebase Identify creative troubleshooting workarounds and support recommendations for cases that cannot be resolved through existing knowledge articles or troubleshooting steps
Escalate individual support cases that cannot be resolved through available troubleshooting steps to extended teams
Adhere to all Support procedures, policies and quality standards and work with the Quality Manager and Continuous Improvement Manager to suggest and drive process improvements Promote Zellis products and services, both internally and externally
Understand root cause and make recommendations on processes and product design to improve efficiency, productivity, and customer satisfaction
Represent your team and/or Zellis Support Services during internal/external meetings Maintain and update accurate case and customer information within our systems
Essential Skills
Proven analytical and problem-solving skills with the ability to take ownership of any problem and see through to resolution
Experience In a Multi-channel Customer Service Contact Centre
Excellent written and verbal communication skills
Previous relevant experience of supporting any HCM Software Product Suite
Able to work independently, manage your own time and priorities, giving urgency when needed Able to multi-task, manage a diverse workload
Be approachable and able to share your knowledge through mentorship
Self-motivated and resilient
Be confident in leading internal huddles, meetings, and external customer meetings, documenting and sharing outputs
Well organised with an attention to detail
Flexibility to work in rotational shifts across a 24-hour window (6:30 am to 6.30 am next day) throughout the week, including weekends
Positive and flexible attitude to work
Ability to work under pressure and to tight deadlines
Ability to work with cross-functional teams
Ability to learn using all available resources and retain knowledge effectively
💡 Quick Summary
Seeking a career-building opportunity? The Customer Support Specialist position is now open for candidates interested in the MIS Executive sector. This role in Kochi offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.
