Product Support Consultant

Responsibilities

• Troubleshoot day-to-day customer issues and provide direct support to clients by 

  Chat/Email using CRM tools

• Responding to customer queries in a timely and accurate way, via Chat, email
• Responsible for understanding the problem, prioritization, independent assessment of impact and risks, and effectively resolving the issue for the clients
• Work with colleagues and external partners from other teams for issues that require escalation and manage the issue through to resolution within the stipulated SLA
• Keep up to date with new features and functionality enhancements in the applications being supported
• Assist in requirements gathering and the delivery of Change Requests
• Assist in the post-implementation support of projects, providing system knowledge and process understanding
• Update our internal databases with information about technical issues and useful discussions with customers
• Responsible for maintaining relevant documentation

Education and experience

• Masters / Bachelors degree in any field
• Experience as a Customer Support Specialist or similar CS role with 5+ years with at least 3+ years in Inbound Chat Support
• Should be able to multi-task and handle a minimum of 6 chats at the same time
• Familiarity with ERP/SaaS industry is a plus
• Understanding the entire support flow is mandatory
• Exp in issue Troubleshooting, Escalating
• Experience with Salesforce, Zendesk will be added advantage
• Working experience in a customer-facing role is a Must

Personal competencies

• Sound Customer Support and Analytical skills
• Extremely high customer service focus
• Excellent problem-solving Skills
• Attention to detail.
• Multitasking Abilities
• Self-motivated, proactive work ethic

Communication

• Excellent interpersonal and communications skills (Verbal & Written)

Teamwork

• Should be a great team player at all times
• Should put Team First above all

Work location: