As a Tier--2 performance support associate you will work on external (client/ Account Manager support). This profile requires excellent written, verbal and customer service/handling skills along with in depth product and process knowledge.
Requirement
- Minimum bachelor's degree or equivalent
- Voice experience in international customer service profile for SPE
- Excellent communication skills and willingness to work in a voice/chat/email channels across multiple shifts/ 24/7 environment.
- Quick learner: able to quickly absorb complex product and procedural information, and seamlessly adapt to rapid changes in the product, process and workflow as they occur.
- Customer service skills: ability to make decisions based on the best interests of customers, as well as the technical escalations team.
- Analytical and proactive mindset be able to quickly understand, analyze and make recommendations for improvement for internal processes, where appropriate. Able to quickly identify information required for appropriate technical troubleshooting.
- Highly responsive and productive under time pressure: able to consistently deal with high volumes and prioritize the work accordingly.
- Prior experience of supporting SaaS product support background B2B
Responsibilities:
- Solving queries raised by customers, internal & external stakeholders via various channels.
- In depth process and product knowledge
- Collaborating with other Teams or departments in order to resolve complex queries
- Should be a Team player , and fill in for team members if needed.
- Deliver Timely resolution by closing query with the stipulated turnaround time
- Perform well on customer satisfaction index
Job Description PE
1.1 Expectations:
- Good communication skills. The candidate must be at a minimum B1 CEFR level for PE and B2 for SPE.
- Adherence to timely completion of targets along with maintaining quality.
- Contributes to the business success by meeting or exceeding the Ops defined targets.
- Maintains professionalism at work.
- Works with team members to achieve common goals.
- Customer centric attitude - willing to walk an extra mile to help resolve the customers concern.
- Prior experience of managing customer service segment
- Learner?s attitude and flexible to work with any channel such as phone, chat or email.
1.2 Skills Required:
- Minimum Qualification - Graduate in any discipline.
- PE - Freshers with good communication skills can apply for the PE role.
- SPE - Minimum 1 to 2 years of relevant experience, should have an understanding of Ops metrics.
- Comfortable with rotational shifts and week offs.
- Great Customer Service Skills.
- Problem solving attitude towards work and life.
- Prior experience of supporting SaaS product support background ? B2B