Netradyne - Lead Customer Support - Cloud Business Vertical

Netradyne - Lead Customer Support - Cloud Business Vertical

Experience: 3-6 Years

Location Bangalore

Working Model : WFO 5 Days a week/Flexible time shifts with 24/7 support.

Brief Description:

- The Team Lead Customer Support 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.

- Will lead team of Customer Support analyst in an assigned shift and responsible for the customer support operations and escalations during the shift.

- The ideal candidate will have excellent communication skills (English), customer relationship skills and experience supporting international customers (US or UK).

Roles & Responsibilities:

- Take end to end ownership of resolution of reported customer issues and request by probing, analysing, and working with multiple technical teams internally.

- Liaising with other functions to ensure customer issues/requests are resolved satisfactorily in a timely manner.

- 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.

- Delivering value added solution to clients, identifying and promoting service improvement, efficiencies, and opportunities.

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

- Responsible for the Customer Support operations of the assigned shift, available for escalations or to assist team members in resolving customer issues.

Requirement & Experience:

- Degree in computer science or equivalent with 3-6 years of relevant technology support experience.

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

- Excellent problem-solving abilities, attention to detail and resolution 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.

- Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome.

- 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.