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We are presently looking for a Customer Care Specialist to provide day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer account.
Roles and Responsibilities:
In this role you will:
● Serve as the primary contact and provide first-level support for clients.
● Respond, evaluate, troubleshoot and prioritize incoming product-related issues and
effectively escalate to various technical support staff when needed
● Logs and tracks calls using Zendesk or other tracking software and maintains historical records
and related problem documentation.
● Maintains a strong working knowledge of supported products and continually strives to
enhance skills through ongoing training, reading, and participating in projects and
improvement initiatives.
● Develop a strong understanding of the business and can relate problems to business impacts.
Understand when to place a sense of urgency and when to escalate critical problems to
management.
● Work in conjunction with Sales and Product Development staff to create and deliver
new/and/or custom products and samples are required by clients.
● Ability to coordinate with multiple internal departments to resolve customer-related issues or
requests.
● Provide on-call support – beeper coverage rotation required 24/7 (7 days at stretch
approximately every 8 weeks)
● Generate monthly reports of customer product usage as required
● Support CPX team on projects and initiatives from time to time
● Monitor and modify customer delivery profiles as required
● Participation in customer calls as required
● Must work in US market shift timings (India night shifts) also should be flexible enough to
work as per the business need.
● Other duties as assigned by the line manager, such as assisting other CC teams, improvement
initiatives, self learning etc.
Qualification:
For this role we are looking for Individuals who have:
● Associates or Bachelor’s degree in a technical discipline or 2 - 4 years experience in a
customer facing role.
● Must possess strong customer service skills, emotional intelligence and excellent
interpersonal and communication skills, both verbal and written.
● Experience in research and resolution of problems using analytical skills in a digital
environment is strongly preferred.
● Must be self-motivated and able to work effectively with minimum supervision and assume
responsibility for appropriate follow-through.
● Ability to adapt to a fast-changing work environment while maintaining stability of
performance under pressure and to demonstrate patience and control when dealing with
difficult situations.
● Ability to organize, schedule and complete multiple tasks concurrently.
● Working knowledge of business software/applications - Google Suite, Microsoft Office Suite,
Salesforce, Zendesk etc.
