HR Executive at Talent Stock Solutions
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Customer Support Role - IT (0-6 yrs)
Roles and Responsibilities :
- Purpose to help users to understand the product through live chat/ voice call.
- Become an expert in our product, effectively identifying and matching the right solutions for each query.
- To Identify the challenges of users and coach them to correct errors through live chat/ voice.
- To deliver interactive training by guiding them to the right resource from the resource library.
- Update knowledge and skills as new products release and new use cases are applied in the customer landscape.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track product-related issues through to resolution, within agreed time limits.
- Talk clients through a series of actions, either via phone, email or chat, until they- ve solved a technical issue.
- Properly escalate unresolved issues to appropriate internal teams (e.g. PSE and software developers).
- To assist customers on various issues relating to the account, catalogue, order management, themes, extensions.
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
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