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.
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