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Technical Support Specialist

Technical Support Specialist

First Advantage

3 - 8 years

5 - 10 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

bpo sfdc client servicing issue resolution customer service management troubleshooting jira technical support crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Interacting with Tier 1 clients via e-mail and phone as well as maintain client relationships

Responding to questions about our services, results and provide additional specialized services upon request

Communicate and interact with regarding issues related to the Verifications, Criminal, OHS, Order Creation, Finance, etc., specific rush order requests, and overall assistance to enhance and improve the rapid resolution of client issues and requests.

Ensure that all requests and case management workflows are resolved promptly to meet contractual SLAs and client expectations.

Effectively communicate with clients, management, and team members on an as-needed basis with issue resolution.

Conduct and deliver additional projects assigned by the manager

Act as representative/liaison for Client Service to other depts

What Were Looking For:

Excellent communication skills - maintain consistency, open communication with other team members and members of supporting departments

Proven ability to communicate effectively (written and verbally) with customers, peers, management, contractors, and vendors

Must be able to analyze a situation and respond quickly in a courteous and professional manner

Knowledge of CRM applications SFDC and Jira preferred

Must understand all aspects of the fulfillment process and be able to explain them to the requestor effectively.

Ability to escalate and coordinate inter-departmental troubleshooting efforts to prioritize tasks and respond/escalate appropriately

Capable of handling a large number of calls and e-mails

Self-starter and can see the process through from start to finish

An individual who does well under pressure with time-sensitive projects

Preferred 3+ Years experience in BPO into Customer Service

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Technical Support Specialist