Customer Support_Mumbai

Role 

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 accounts.

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
• Log and track calls using Salesforce tracking software and maintain historical records and related problem documentation.
• Maintain 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.
• Coordinate with multiple internal departments to resolve customer-related issues or requests.
• Provide on-call support – beeper coverage rotation required 24/7
• 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

For this role we are looking for Individuals who have:

• Requirement: Must have the ability to work daytime U. S. hours
• Ability to participate in the after hours coverage to address urgent after business hours on callrotation (US weekend & evening hours) 2 to 3 times per quarter
• Travel to our Global Capacity Center at least on a quarterly basis for training, group meetings, customer meetings, as needed. We have a Hybrid work model: Proximity to the office required for working onsite as needed, use offices as needed
• Must possess excellent English language skills, both written and verbal.
• Associates or Bachelor’s degree in a technical discipline.
• 2 - 4 years’ experience in a customer facing role.
• Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills.
• 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, etc.