Talent Specialist at Xpheno Private Limited
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Customer Support/Service Role (3-6 yrs)
Business Support Specialist :
- The Business Support Specialist is responsible for providing technical assistance for Citrix Education products to customers via phone, email, and other channels as appropriate.
- The Business Support Specialist focuses on in-depth problem analysis to resolve issues that customers experience in the labs, lab guides, websites, and other tools maintained by Citrix Education.
- The Business Support Specialist leverages their knowledge of Citrix, Microsoft, and networking technologies to quickly identify issues and communicate resolutions.
- The Business Support Specialist also addresses general, non-technical issues raised by the customer.
- The Business Support Specialist uses fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues.
- Provides technical assistance to customer inquiries while adhering to established Service Level Agreements and Key Performance Indicators
- Performs problem analysis and isolates problems with general oversight or instruction from Technical Leads or Management
- Responsible for efficient and effective case management while adhering to established standard operating procedures for case documentation, customer follow up, troubleshooting, research, etc.
- Responds to inbound work items via phone, email, and other channels as appropriate
- Contributes to the knowledge base in the form of new or updated technical documents focused on issue resolution or prevention
- Validates and qualifies complex customer issues and business impact, which may require collaboration with content developers, consultants, and web developers
- Responsible for case management while adhering to established Quality Assurance guidelines
- Determines root cause and provides resolution for customer issues
- Contributes to knowledge management system in the form of updating or creating policies and procedures
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