Experience : 2 to 5 years

Location : Work From Home in US (PST) shift

Job Description : 

- We are looking for an Enterprise Customer Services to provide enterprise-level assistance to our customers.

- You will diagnose and troubleshoot customers data flow, order and transaction escalations followed by diagnostics and resolution.

- Responsibilities include resolving queries related to customer's transactions, payments, refunds, handling escalations.

- Understanding the omni-channel commerce nuances. You will use email, chat or calling applications to resolve customer issues and manage a team of 6 agents.

- For more complex problems that require troubleshooting, you will contact clients via phone and/or provide clear, written instructions and guidance.

- Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities :

- Ask customers targeted questions to quickly understand the root of the problem.

- Talk clients through a series of actions, either via phone, email or chat, until they've solved the issue.

- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

- Provide prompt and accurate feedback to customers.

- Refer to internal systems or external resources to provide accurate details.

- Ensure all issues are properly logged.

- Document technical knowledge in the form of notes and manuals.

- Manage team roster and shifts.

- Perform quality reviews with the team and help improvise customer support process.

Requirements :

- Proven work experience as a Customer Support Executive / Escalation Support.

- Good understanding of computer systems, mobile devices and other tech products.

- Familiarity with remote desktop applications and help desk software (eg Zendesk or any other equivalent tool).

- Excellent problem-solving and communication skills

- Should be available to join within 30 days from the date of offer

Visit : https://www.thoughts2binary.co.in/ to know more about us.

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