Customer Support

TITLE OF ROLE: Support Agent

DEPARTMENT: Global Horizontal Support

REPORTS TO (ROLE): Manager - Customer Support

LOCATION: Chennai

Shift Timing: 9 PM to 6 AM (Night Shift

Position Summary: 

Interact with customers to provide information in response to level 1 inquiries about products and services and to handle and resolve questions. Provide customer support by obtaining, analyzing, and verifying the accuracy of information in a timely manner. Initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained. Collect the information from the customer and either help them or find the appropriate team to transfer to.

Job Responsibility: 

• Receive customer requests by telephone, e-mail, chat and web.  Analyze the requests, provide solution or ascertain who best can provide the information, and route the request to the appropriate department / individual. 

• Maintain customer records by updating account information.  

• Resolve level 1 product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.  

• Forward all details of potential customers to Account Manager/Dealer Channel Sales by collecting customer information. 

• Provide all billing related information to customers – help in resolving any billing issues 

• Receive, process and verify the accuracy of requests from customers utilizing the company’s internal tools and systems. 

• Provide quality service to both internal and external customers through quick and accurate communication. 

• Receive inquiries and contact the organization’s other departments to resolve a variety of account related issues. 

Qualifications & Experience: 

• Bachelor’s Degree or equivalent  

• Min 0 to 1 years of experience in customer service

Specific Skills required: 

• Excellent written and verbal communication skills

• Process-oriented with high attention to detail 

• Basic knowledge of Google Workspace

• Basic knowledge of computer -  MS Windows & MS Office 

• Problem solving and analytical skills