Virtual Drive - Customer Support Role
- GEP
- 2 - 7 years
- Mumbai
- 6 days ago
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Job Description
Role & responsibilities
- Providing inputs to the team leads for the status update calls with the key stakeholders from the client side
- Develop a sound understanding of the organizational policies, procedures and eProcurement tools and implement it on a day-to-day basis
- Provide technical assistance via phone, email and WebEx to clients, across the globe for eProcurement tools
- Proactively communicate issue status in a timely way to the clients and the management.
- Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our Service Level Objectives (SLOs)
- Answering inbound calls of clients as per the SLA`s and ensure resolution on callfirst fix
- Making outbound calls to clients if process demands so
- Ensuring complete documentation with the ticketing system for ease of reporting and follow up as per the process
- Efficiently and concisely document support calls/email support inquiries and resolution into the companys tracking system, practicing ITIL concepts
- Filing Solutions and Problem Reports. Co-coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues
- Analysis of issues, collecting of right information
- Perform special projects as requested by the Manager
- Deliver product training courses to customers and internal staff
- Develop a strong professional rapport with assigned customer accounts to help build our business
- Ensure customer feedback as per the set standards of the company
- Practice process improvements as defined
- Perform UAT`s as required and ensure complete documentation as defined-over the weekends
Preferred candidate profile
- Excellent communication written and verbal
- Analytical aptitude and business acumen
- Excellent follow up & coordination skills
- Knowledge of computer software applications, MS Excel, Word & PowerPoint
- (PF)
- Understanding of Ticketing Tools
- Understanding of L1/L2 support
- The role requires flexibility to work in night shifts, which may fall in any of the following time slots: 6:00 PM to 3:00 AM, 8:00 PM to 5:00 AM, or 9:30 PM to 6:30 AM.
Shifts will be rotational and subject to change every month based on business requirements.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: GEPLocation(s): Mumbai+ View Contact
Keyskills: Customer Support Voice Process Technical Support Software Support International Voice Process
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₹ 5-8.5 Lacs P.A
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