Job Detail
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Experience 3 - 5 years
Job Description
About Company – 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 Talent Systems 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 Talent Systems 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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