Customer Support Lead

Hybrid @Varsha BIG IT JOBS in Other
  • Ahmedabad, Gujarat, India View on Map
  • Salary: ₹600,000.00 - ₹800,000.00 / Yearly
Email Job

Job Detail

  • Experience  4 - 8 years

Job Description

About the Company: Founded in Los Angeles, the company also has offices in New York, London, Sydney, Vancouver, India, Ukraine, and Poland.

Qualification & Attributes

  • Customer support experience with cloud technology applications
  • Experience with subscription software services and customer billing applications
  • Experience using help desk software, bug management, and remote support tools
  • BA/BS degree preferred
  • Experience as a Supervisor/Lead/Manager working with a team that handled International customers/clients.
  • Strong MS Office/Google Suite skills and data analytical skills.

Duties and Responsibilities

  • Respond to customer queries in a timely and considerate manner, via phone, email or chat Provide thoughtful, personalized communication to users who have minimal to advanced technical knowledge
  • Identify customer needs and help customers use specific features across a suite of cloud applications, software, and workflows
  • Investigate technical issues and see them through to a resolution/solution.
  • Monitor ticket volume and delegate to team members based on shifting volumes and priority Assist in ongoing training efforts for new and existing team members
  • Troubleshoot, analyze, and escalate product bugs using JIRA
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Share feature requests and effective workarounds with team members
  • Gather customer feedback and share it with our Product, Sales, and Marketing teams Make active contributions to help achieve team KPIs and OKRs
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Provide occasional after-hours and weekend support and in-person support

Required skills

Call Chat International Support Lead exposure

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Big IT Jobs B-606 Titanium Heights Opp Vodafone House Corporate Road, Prahlad Nagar, Ahmedabad, Gujarat 380015

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