Nuance Hiring for Customer Support Representative (International Voice Process) at Bangalore, India Full Time

Summary:

Customer Support Representative serves as a primary point of contact for our customers to handle inbound and outbound requests via phone, chat, and web channels, and ensure that all valid requests are resolved timely and efficiently delivering best in class customer experience.

Principal duties and responsibilities

• Monitor, manage, and document all actions and solutions into a CRM ticketing system

• Responsible for being available within call center queues as required by the department to respond to customer requests/incidents

• Resolves or directs issue to the correct staff member for resolution, including escalation to tier 2.

• Responsible for completing all required learning events and training.

• Responsible for operational support on a 24/7/365 basis with ability to work evenings, weekends and/or holidays

• Other duties or projects as assigned

Education

• High School Diploma minimum, some college or technical education is a plus

• Relevant Certifications considered an asset, HDI, etc.

Knowledge, Skills and Qualifications

• Position requires minimum 1 year of experience working in the healthcare industry and/or customer support role call center.

• Strong critical thinking and problem-solving skills

• Effective and professional communication skills

• Dependable and punctual – strong time management skills

• Positive attitude and works well under pressure

• Good interpersonal skills and exceptional customer service skills

• Detail oriented, understands and works well with varying standards and processes

• Must have a basic understanding with the following

• Connectivity, Wi-Fi Internet, Downloading Applications on PC and Mobile Devices

• Agent Must have a working knowledge of the following

• Smart phones – iOS and Android

• Internet Modem and Ethernet connections

• MS Office – Outlook, Word, Excel, Teams

• Online Collaboration tools – Teams

• Online Meeting Tools, Webex, Zoom

• Must have remote work environment:

• High Speed Internet

• Quiet and Private workspace

• Back Up phone source

• Ability to use personal device for two factor authentication

• Ability to attend online web meetings as needed

  #Na-Onsite

  Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Nuance Communications (http://www.nuance.com/) , Inc. (Nuance) is a technology pioneer with market leadership in conversational AI and ambient intelligence. A full-service partner trusted by 77 percent of U.S. hospitals and 85 percent of the Fortune 100 companies worldwide, Nuance creates intuitive solutions that amplify people’s ability to help others.

We’ve pioneered speech technologies, natural language understanding, and machine learning for more than 20 years – and have 3000+ patents to prove it. When you join Nuance, you become part of our mission to positively transform the way people, work, connect, and interact. We are a trusted, full-service partner to the world’s leading financial, healthcare, telecommunications, retail, and government organizations, who rely on us to deliver transformative outcomes that help them push the boundaries of what’s possible.

Check out our team Life at Nuance (https://www.nuance.com/about-us/careers/life-at-nuance.html) !