Technical Support Specialist (Query resolving) - L1/L2

Job Description

This role is currently remote, and the positions core hours are North American. This position will act as a liaison between the departments within the organization and the clients to ensure that the background checking process is smooth by preventing problems from arising and resolving them when they occur. The role is dynamic: On any given day, the team will be simultaneously answering product questions, identifying bugs, implementing technical solutions, and escalating work to engineering teams. The team can resolve over 90% of incoming support requests internally, escalating only the most complicated to engineering teams for final analysis and resolution. What Youll Do: 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 as assigned by the manager Act as representative/liaison for Client Service to other depts We are looking for : Excellent communication skills - maintain consistent, 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 resolving technical /engineering queries Work location : Mumbai (Hybrid model) Shift hours : US timing (night shift) Joining time needed : 15 days