Customer Support Intern

Job Description

The L1 - Customer Support Specialist is responsible for providing high-quality customer experience for the in-house products to customers and stakeholders across the world through e-mail, phone interactions, chat, desktop screen-sharing and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success who are using our in-house products. Job Responsibilities Help resolve software and technical questions for the customer efficiently and effectively. Gather the required information necessary to best handle customer software and technical inquiries. Manage customer expectations regarding estimated response times for issue resolution. Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support teams. Extensively research and document customer technical issues in the Knowledge Base. Collaborate with Product Development and Product Support team members to properly manage customer inquiries and escalate when appropriate. Partner with Product Development and Product Support team members on various strategic projects when needed. Own customer technical issues from initial report to resolution, communicating with customers and stakeholders regularly regarding issue status. Run monitoring reports for usage, performance, and/or availability. Document solutions for Knowledge Base and bring new ideas for innovation and automation excellence into the Support team. Qualifications and Skills 0 - 1 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience. Passion to be a part of a hardworking and winning team. Ability to multi-task in a fast-paced environment. Excellent ability to learn and articulate software-related and technical concepts. Strong active listening skills and excellent written and oral communications skills. An obsession towards Customer Service. Strong attention to detail when communicating with customers and stakeholders (verbal written). Ability to empathize with customers and convey confidence. Strong documentation skills. Ability to multi-task and work separate issues in a fast paced dynamic company environment. Demonstrated ability to work independently with limited direction or as part of a team. High energy, proactive and approachable personality who enjoys solving a diverse set of problems. Proven problem-solving abilities and creative thinking. Flexibility to work in shifts. Bachelor s Degree in Computer Science Engineering (or related technical discipline).