Customer Support – Lead

Hybrid @Aditi Porwal in Other
  • Ahmedabad, Gujarat, India View on Map
  • Salary: ₹500,000.00 - ₹550,000.00 / Yearly
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Job Detail

  • Experience 3 - 5 years

Job Description

The company is the leading technology solution provider headquartered in Los Angeles with offices in New York, London, Sydney, Vancouver, India, Ukraine, and Poland.

Duties and Responsibilities

  • Respond to customer queries in a timely and considerate manner, via phone, email or chat Provide thoughtful, personalized communication to company 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
  • Handle customer escalations as required
  • 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 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
  • Become an encyclopedia of knowledge on all
  • products and solutions
  • Provide occasional after-hours and weekend support and in-person support
  • Assist in training junior team members and cross-training effectively
  • Strive to constantly improve overall user experience and be able to analyze team performance to identify strengths and improvements.
  • Identify and contribute to build smart solutions for common customer pain points.

Required skills

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