Recruiter at Netsmartz Infotech (India) Pvt. Ltd
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Executive - Customer Support/Product Support (3-5 yrs)
RESPONSIBILITIES :
1. Proving customer support through different channels like chat, email, zoom meetings, and over-the-phone support.
- Managing timely responses and callbacks on high priority. Achieve and maintain a performance standard, including but not limited to, average handle times, call quality, and customer satisfaction.
2. Creating the tickets in the system and using CRM for customer details for diagnosing the customer problem and analyzing his support history for better understanding.
3. Maintain relationships with customers to facilitate open communications, understand customer perspectives, and monitor customer satisfaction.
4. Provide support to the customers with help of user guidance and help in additional product training. Use all available resources to resolve these issues as efficiently as possible.
5. Providing training to the clients if they need the training sessions after the onboarding process OR if they hire new employees who need training.
6. Maintaining all customer information in the CRM system and working on the tickets efficiently.
7. Doing the account management and understanding if there is any Dissatisfaction from the customer's end.
8. Using Excel Functions, Table, PivotTable, Data Tools, Lookup, Sort and Filter, workbooks & worksheets data for management reporting purposes.
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