Netradyne - Lead Customer Support Analyst

Job Description:

- The Customer Support Analyst serves as an important first level liaison between Netradyne and our customers.

- This role is responsible for ensuring the success of our customers by providing timely resolution of customer reported issues and requests.

- The ideal candidate will have excellent communication skills (English), customer relationship skills and experience supporting international customers (US or UK). We are a 24 hrs 7 days a week 365 days centre and hence would need candidates who are open to work any shift based on business requirement including Saturday and/or Sunday.

Roles & Responsibility :

- Responding to customer queries via phone, email, or chat in a timely and professional manner.

- Resolving customer reported issues and requests by probing, analysing, and working with multiple technical teams internally.

- Providing excellent customer service and building strong customer relationships.

- Logging customer requests in the ticketing tool and keeping accurate records of customer interactions.

- Following with customers to ensure their issues and requests have been addressed to their satisfaction and keeping them updated status of open cases.

- Escalating complex customer issues to next level and ensure theres a proper hand off on escalated issues.

- Staying current with Product knowledge and improve technical skills to be able to resolve most of the customer issues on first contact.

- Continuously seeking ways to improve customer experience and assisting with implementation of new customer service processes and procedures.

Requirement & Experience :

- Bachelors/Masters degree in computer science or equivalent with relevant technology support experience.

- Strong verbal and written communication skills with excellent interpersonal and customer service skills.

- Previous customer service experience, preferably in a fast-paced environment.

- Demonstrated ability to empathize with customers, actively listen, ability to always defuse situation than intensify one.

- Ability to handle stressful situations and remain calm under pressure.

- Demonstrate professionalism, discretion and good judgement in all interactions with customers and co-workers.

- Open to working in night shifts or any shift based on business requirement.

- Familiarity working with ITSM/CRM tools, preferably Sales Force.