HR Manager at MNR Solutions
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Email Support Specialist (2-5 yrs)
We are looking for an experienced Email Support Specialist to join our team in Chennai. The candidate will be responsible for providing high-quality support through email, chat, and outbound calls to resolve customer issues. The role involves handling Level 1 (L1) and Level 2 (L2) support queries, ensuring timely and efficient responses to customer inquiries.
Key Responsibilities :
- Respond to customer queries through email in a timely and professional manner
- Provide support via outbound calls and chat to resolve customer issues
- Handle L1 and L2 support queries, escalating complex issues when necessary
- Troubleshoot and resolve technical issues, ensuring customer satisfaction
- Maintain accurate records of customer interactions and solutions provided
- Collaborate with internal teams to resolve customer concerns effectively
- Ensure adherence to service-level agreements (SLAs) and performance targets.
Skills & Qualifications :
- 2+ years of experience in email, chat, and outbound call support
- Strong written and verbal communication skills
- Experience handling L1 and L2 support queries
- Ability to multitask and manage time effectively
- Problem-solving skills and attention to detail
- Knowledge of customer service best practices
- Bachelor's degree preferred but not mandatory
