Job Description

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: Chennai