Technical Support Specialist
Year Visakhapatnam, Andhra Pradesh, India
Job Description
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Position Overview:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers\' success and satisfaction while guiding and inspiring your team to deliver exceptional service.
Key Responsibilities:
Primary Responsibilities:
- Provide advanced technical assistance to customers and internal teams on product features, functionalities, and usage.
- Investigate and resolve complex customer issues related to product performance, compatibility, and usability.
- Communicate with customers via phone, email, chat, or in-person to understand their concerns and provide prompt and accurate solutions.
- Create and maintain documentation such as FAQs, troubleshooting guides, and knowledge base articles to assist customers and support team members.
- Collaborate with cross-functional teams including product development, sales, and marketing to escalate and resolve issues effectively.
- Conduct training sessions for support team members and customers on product updates, new features, and best practices.
- Monitor and evaluate the quality of support services provided, identify areas for improvement, and implement corrective measures.
- Prepare and present reports on customer support metrics, trends, and feedback to management for strategic decision-making.
- Gather and analyze customer feedback to identify product improvement opportunities and contribute to product development initiatives.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services.
- Build and maintain strong relationships with key customer accounts.
- Understand the unique needs and challenges of each customer and provide tailored solutions.
- Act as a primary point of contact for customer escalations and issue resolution.
- Mentor and support peer group team of customer-facing professionals, fostering a collaborative and results-driven environment.
- Develop an in-depth understanding of our Talent solutions.
- Provide guidance and support to the team in effectively communicating product features and benefits to customers.
- Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness.
- Identify trends in customer inquiries and feedback to inform product and service enhancements.
- Collaborate with cross-functional teams to ensure a seamless customer experience.
- Bachelor\'s degree in a relevant field (Business, IT, or similar) with 65% / 6.5 CGA.
- Willing to work in rotational shifts and during weekend if necessary.
- Proven experience in a customer-facing role.
- Strong Client facing / Customer Relation skills.
- Excellent communication, problem-solving, and interpersonal skills.
- Ability to adapt to changing priorities and thrive in a fast-paced environment.
- A customer-centric mindset and a passion for ensuring customer success.
Qualifications
Bachelors degree or higher
Range of Year Experience-Min Year
7
Range of Year Experience-Max Year
10
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Job Detail
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Job IdJD3282582
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationVisakhapatnam, Andhra Pradesh, India
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EducationNot mentioned
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ExperienceYear