Customer Support Specialist

Job Description

Job Title: Customer Support Specialist Experience- 5 to 10 years Location: Kadubeesanahalli, Bangalore Working Hours- 14:00 23:00 (IST) Roles and Responsibilities Customer Interaction: Respond to customer inquiries via various channels (phone, email). Provide accurate information regarding products, services, and policies. Listen actively to customer concerns and questions. Problem Resolution: Diagnose and resolve customer issues efficiently and effectively. Escalate complex issues to senior support or relevant departments when necessary. Follow up with customers to ensure their issues have been resolved satisfactorily. Ticket Management: Ensure Tickets are up to date Escalate the tickets to the relevant teams Ensure JIRA tickets are created for the relevant issues and assigned to the concerned person or team Product Knowledge: Maintain a deep understanding of the companys products and services. Keep updated on product changes, enhancements, and new releases. Documentation: Document customer interactions in the customer relationship management (CRM) system. Maintain records of customer feedback and complaints for future reference. Create and update FAQs, knowledge base articles, and support documentation. Customer Education: Provide guidance and training to customers on how to use products or services effectively. Offer tips and best practices to enhance customer experience. Team Collaboration: Work closely with other departments (e.g., sales, marketing, product development) to ensure a consistent customer experience. Collaborate with peers to share best practices and improve service delivery. Performance Metrics: Meet or exceed established performance metrics (e.g., response time, resolution time, customer satisfaction scores). Participate in regular training sessions to enhance skills and knowledge. Quality Assurance: Participate in quality assurance processes to ensure high standards of service. Provide feedback on processes, systems, or tools that could improve customer support. Crisis Management: Handle challenging customer interactions with professionalism and empathy. Manage customer expectations during service disruptions or delays. Continuous Improvement: Stay informed about industry trends and best practices in customer support. Contribute to the development of customer service policies and procedures. Flexible working hours: Flexibility in working hours ( rotating shifts ) Flexible with working on Indian holidays in lieu of a compensatory off Shift-wise weekend monitoring of customer emails. Skills Required Communication Skills: Excellent verbal and written English communication skills to interact with customers effectively. Problem-Solving Skills: Ability to analyze issues and develop effective solutions. Empathy: Understanding and addressing customer needs and concerns with compassion. Technical Proficiency: Familiarity with CRM systems and other customer support tools. Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment. Flexibility in work timings: Should be flexible to work on Indian holidays to support the US working days. Flexible to work during weekends on a rotational basis.