Internal Solution Specialist - Customer Care - First Advantage

As an Internal Solution Specialist on the Global Customer Care team, you serve as the subject matter expert, providing essential support to the Care Experience, Customer Success, and internal Operations teams across all contact channels. Your role involves navigating seamlessly between various platforms to ensure a smooth and expert experience for every interaction. You are expected to deliver timely and effective solutions while demonstrating a deep understanding of both customer needs and the requirements of internal support roles, all while maintaining an empathetic approach. A strong customer and internal support-focused mindset, along with a proven track record in customer service, is essential for success in this position. Your responsibilities include demonstrating proficiency in promptly logging into and navigating multiple business applications, ensuring consistent availability during scheduled work hours. Respond proactively to inquiries from internal customer support or operations teams through various communication channels. Utilize your expertise to assess the purpose of each customer interaction through strategic questioning and handle a diverse range of inquiries with customized solutions. Leverage your advanced skills to swiftly and accurately resolve customer and internal support issues by utilizing information from various business applications. Engage in all interactions professionally and empathetically, maintaining a calm demeanor and ensuring customer satisfaction levels are met. In addition, you will be responsible for effectively managing and de-escalating customer frustrations, documenting all interactions with exceptional promptness and accuracy, and following up with internal teams as needed. Participate in required training to enhance customer support and contribute to the company's knowledge reference center. Manage your work pace and maintain high-quality standards to meet performance goals. Collaborate with internal teams to share information and ensure timely issue resolution. Required skills for this role include the ability to handle a high volume of internal customer care or support contacts, proficiency in using multiple software applications simultaneously, effective communication both verbally and in writing, willingness to learn new tools and adapt to change, and strong time management and multitasking abilities. Qualifications for this position include a graduation degree or equivalent and at least 4 years of experience in customer experience or client servicing. This role is based in Mumbai or Bangalore. United States Equal Opportunity Employment.,