1.0 - 5.0 years

0 Lacs

karnataka

On-site

As an agent handling customer interactions via chat and ticketing channels, your primary responsibility will be to provide efficient and high-quality support to customers. In the chat support role, you will engage with customers in real-time, addressing their questions, troubleshooting issues, and offering guidance on product usage using clear and concise language. It is important to handle a maximum of 3 chats simultaneously while maintaining an average response time in line with SLAs. In the ticket support role, you will respond to tickets using clear and concise language, utilizing appropriate canned responses to ensure all customer questions are adequately answered. You will also be responsible for moving tickets to the correct department or queue for further assistance. Developing and maintaining a thorough understanding of the product features, updates, and improvements is crucial. You should be prepared to relay accurate and detailed information to assist customers effectively. Additionally, diagnosing customer issues, utilizing internal resources to resolve problems, and escalating cases that require advanced support are part of your troubleshooting responsibilities. It is essential to record all troubleshooting steps and findings in account notes for future reference. Maintaining clear and organized account notes on every interaction/escalation is necessary to ensure effective communication and problem resolution. Delivering prompt, accurate, and professional service in all interactions is key to achieving customer satisfaction. Striving for first-contact resolution and exceeding customer expectations should be your goal in every interaction. Reporting recurring issues, feature requests, and other feedback to headquarters to drive product improvements is part of the feedback loop. It is essential to follow all processes and procedures, stay up to date with updates and changes, and adhere to quality feedback processes. Core requirements for this role include a minimum of 8 months to 2 years of experience, preferably in a contact center or similar environment, ideally with SaaS products. Strong verbal and written communication skills in English, technical aptitude related to SaaS products, commitment to customer satisfaction, adaptability in a fast-paced environment, and attention to detail are necessary qualities. Desired skills include knowledge of VPN, antivirus, desktop engineers, experience with Software as a Service products, hybrid experience in tickets and chat, good written and communication skills, and willingness to work in a 24/7 shift environment.,

Posted 1 week ago

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