Customer Support Manager

Job Description

As Customer Support Representative one need to address customer issues and resolve them in a timely and efficient manner. Support reps interact with customers on a variety of channels such as phone and email, and ensure that all valid customer concerns are dealt with as soon as possible. Whether its a bug in your product, a billing issue, or just about any problem, a support handler takes ownership and ensures a smooth and optimal experience for the customer. The support rep also works closely with teams from different departments to make sure swift action is taken to get a particular issue sorted. Core Responsibilities Take ownership of the customers problem and be the single point of contact for all inquiries related to progress updates, the troubleshooting procedure, and the expected resolution time Must follow a customer-first attitude and support customers in giving the best possible experience. Once a support ticket is assigned, they need to research all possible ways to troubleshoot it and quickly develop a solution Deal with issues that are highly technical or beyond their scope. For such cases, the support agent needs to communicate with the right internal teams and ensure that they take appropriate action to resolve it Follow up with the customer, find out if the solution worked, and take note of the customers suggestions on what could have improved their experience Adhere to Service Level Agreement (SLA) deadlines in resolving customer complaints quickly and effectively Responsible for high level of professionalism with clients and working to establish a positive rapport with every client Work with management team to stay updated on product information and be informed of any changes in customer policies. Knowledge, Skills & Competency Requirements Good Verbal & Written Communication Skills Competent technical knowledge Ability to multitask Attention to detail Ability to honor deadlines A proactive approach to support Proficiency in using Microsoft Excel and Word is an added advantage Sound problem-solving skills to find the root cause of customer issues Required Qualification / Certification & Work Experience Bachelors degree in any related field Experience in working on Zoho Desk Minimum of 3 + years of relevant work experience Excellent customer service and organizational skills