Customer Support Specialist

Job Summary

Customer Support Specialist is responsible for resolving customer queries, recommending solution(s), and guiding product users through features and functionalities. Incumbent should be an excellent communicator who’s able to earn customers’ trust.

Help establish the reputation of 360factors as a company that offers excellent customer support during all sales and after-sales procedures.

Key Responsibilities

• Manage incoming calls and portal-based support requests; provide frequent updates so that the customers know their problems are being addressed.
• Record customer interactions using support tools.
• Able to work with customers to identify and describe a particular technical problem.
• Provide accurate, valid and complete information by asking the right questions and using the right methods/tools. This includes the ability to set up and replicate the technical issues within our software that the customer is experiencing, and to document and describe those steps to the software development teams.
• Create and maintain documentation of software modules as a part technical documentation for the clients and creation of solution articles for an internal knowledgebase of solutions.
• Create surveys, walk-throughs & FAQs for the customers via available tools.
• Identify and assess issues reported by the customer and escalate it to the relevant team to achieve a satisfactory outcome for the customer in a timely manner.
• Build sustainable relationships and trust with the customers through open and interactive communication via feedback calls at the time of closure of request.
• Follow communication procedures, guidelines and policies.
• Perform basic QA on BI Reports, enhancements and Bug fixes.
• Assist Technical team on issues reported by clients in grooming sessions Administer configuration changes requested by clients.
• Replication of reported issues and communication to the technical team.

Education & Experience Requirement

• Bachelor’s degree preferably BBA/B.Com. Masters would be a plus.
• Must have 2+ years’ experience of software support/customer service for US-based clients.
• Must have working knowledge of software or SaaS applications, preferably business or enterprise applications.
• Hands-on with Freshdesk support software and remote support tools
• Experience with data migration and data import processes and tools
• Experience working in the banking industry and/or with risk, compliance, or internal audit processes would be a plus.

Desired Skill Set

• Strong phone contact handling skills: must diligently answer in-bound calls with varying spans and support the requirements of a diverse customer base.
• Excellent written and verbal English skills; demonstrable experience of writing and maintaining documentation.
• Able to understand customer perspectives and manage customer expectations.
• Skilled multi-tasker with the ability to prioritize and manage time effectively.

Required Behavioral Traits

• Active listener; seek to understand the customer first before presenting a solution.
• Customer orientation and ability to adapt/respond to different types of personalities.
• Ability to stay calm and perform well under pressure. Promote positive tone and high standards of quality.
• Ability to work independently and in time sensitive environments.
• Quick learner, highly organized, problem solving and detail oriented.

Send us your resume at [email protected] mentioning the position in subject line.