Customer Service- Voice Process::US Process::Hyderabad::US Shift::WFO

Tier 1 Core Agent

Position Summary Customer Service

We are obsessed with delivering an amazing customer experience. As a Customer Support Tier 1 Representative, you are the first line of defense to educate, solve the problems of and delight our customers. This position requires technical acumen, customer focus and a personable, professional and collaborative style to solve a range of issues from product troubleshooting to billing.

Responsibilities

This position involves the following:

• Provide exceptional support for our applications and associated services
• Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc
• Meet and exceed service level goals
• Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone and Salesforce
• Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience.

Preferred Qualifications

• General understanding of internet technologies
• Understanding of Windows XP and Apple OS 10 a plus
• Experience using Salesforce.com a plus
• Demonstrated customer service skills to be able to solve customer serviceissuesboth technical and account related
• Self-motivated, highly collaborative, creative, goal-oriented and team-centric
• Superior oral and written communication skills
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Attention to detail, excellent organizational skills, superior time management skills
• Ability to work in a collegial fashion with peers in other organizational units
• Ability to work independently and problem solve in a rapidly changing and sometimes ambiguous environment
• Previous experience in a customer or technical support role a plus
• Bachelor’s degree or higher in a relevant field preferred