Customer Support @ FCI CCM

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Customer Support

FCI CCM
0 - 3 years
Kolkata
8 days ago
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Job Description

[{"Salary":null , "Remote_Job":false , "Posting_Title":"Customer Support (US)","Shift_Timing":"Night shift / US" , "Is_Locked":false , "City":"Noida" , "Industry":"Software Product","Job_Description":"

Broad Function:

We are seeking an experienced Customer Support with exceptional English proficiency, you will provide front-line assistance to customers via phone, email, and chat, addressing technical issues and product questions, your role involves in managing support tickets, follow up with customers, assist with U.S. Locker installations, and collaborate with internal teams to improve service. Strong communication, problem-solving skills, and a customer-focused mindset are key to success in this role.

Roles and Responsibilities:

Respond to customer inquiries via phone, email, or chat regarding basic technical issues and general product usage.

Make outbound calls to customers for feedback, follow-up, and resolution confirmation.

Log and track support requests in the ticketing system and escalate complex issues to the dedicated team.

Maintain accurate records of customer interactions and issues.

Collaborate with internal teams to improve processes, documentation, and customer satisfaction.

Handle the US Lockers installations

Requirements
Desired Candidate profile:

1u20133 years of experience in customer support, technical helpdesk, or a related role.

Strong communication and interpersonal skills, especially over the phone.

Basic understanding of software or technical products and ability to learn quickly.

Problem-solving mindset with patience and empathy for customer concerns.

Experience with CRM or support tools (e.g., Zendesk, Freshdesk, Salesforce) is a plus.

Ability to manage multiple tasks and prioritize effectively.

Familiarity with common troubleshooting for software or web-based tools.

Prior experience in a B2C or B2B customer service environment

Benefits
The company offers a range of employee benefits including:

Cashless medical insurance for employees, spouses, and children

Accidental insurance coverage

Life insurance coverage

Retirement benefits including Provident Fund (PF) and Gratuity

ESI*

Sodexo benefits for income tax savings

Paternity & Maternity Leave Benefit

National Pension Saving ","Work_Experience":"0-3 years","Job_Type":"Full time" , "Job_Opening_Name":"Customer Support (US)","State":"Uttar Pradesh","Weekly_Off":"5 Day working with Saturday and Sunday off" , "Country":"India" , "Zip_Code":"201303" , "id":"85750000008370229" , "Publish":true , "Date_Opened":"2025-06-04" , "Keep_on_Career_Site":false}]

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success
Role: Customer Success Associate
Employement Type: Full time

Contact Details:

Company: FCI CCM
Location(s): Kolkata

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FCI CCM

FCI is an end to end Customer Communications Management (CCM) services company. FCI' history of superior service quality, continuous innovations, proven track record, and extensive industry knowledge helps our clients improve the effectiveness of their customer communications. FCI is the pioneer in ...

Customer Support @ FCI CCM

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