Customer Support Executive

Roles & Responsibilities: • Responsible for handling calls/chat and providing customer support, • Identify and relate with various customer needs and scenarios, • Conduct issue identification and problem-solving meeting customer needs and satisfaction, • Provide customers with cutting-edge service in a friendly, confident, and knowledgeable manner, • Remain updated in client and internal processes, technology applications, utilities, and products, • Utilize various internal and client-based tools and applications for customer management and servicing, • Conduct data entry, documentation, and case management, • Work and partner with others within a team-based environment, • Achieve and maintain required metrics and goals, • Adhere to company policies and procedures as described in the HR Handbook, Desired Skills: • Ability to compose grammatically precise, concise, and appropriate sentences, • Ability to clearly understand and respond appropriately to the problem statements of customers, • Ability to articulate, a clear and friendly tone in a neutral accent without dead air, • Ability to manage and maintain the required communication pace, • Good understanding of phone/email/chat etiquette - Not interrupting, abstains from making unpleasant vocal gestures, etc. • Ability to establish call control/multi-task chat queries, • Ability to use logical and non-linear troubleshooting techniques to resolve the root cause of a problem. • Knowledge of browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome), • Capable of consistently managing a higher level of professional, yet courteous communication standards, • Capable of managing communication flow and direction, • Effective time management and should have a strong focus on schedule adherence and/or attendance based on previous employment/school records, • Adaptability to change in schedule and skill set as prescribed by Service Delivery, • Goal-orientated with a focus on learning and continuous improvement, • Team player who is willing to make adaptions for the benefit of customers and the program's engagement activities, • Ability to Type 35+ WPM with an accuracy of 85% • Working knowledge of Computers/Microsoft-related tools. Rounds of Interviews: • HR Round • Manager Round • Assessment Round (Versant/ SHL Test)