Xpheno Hiring for Customer Support at Bengaluru, Karnataka Full Time

Job Description

Qualifications : Any Graduations (2022 Passed outs Only)

Location : Bangalore

Work Mode : Work From Office ( 24/7 Rotational shifts)

Primary Duties / Responsibilities

• Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and EMAIL while adhering to established Service Level Agreements and Key Performance Indicators. Shifts are on rotational basis mainly during American business hours
• Needs to handle all calls using excellent problem-solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer-handling skills.
• Create and assign leads to Sales following a successful lead qualification conversation
• Entitle, case creation and routing of technical support inquiries to the adequate Technical Support engineer while keeping backlogs to the minimum
• Proactively provide all the relevant information on the enquired product and explain the features, advantages, and benefits with accurate technical specifications.
• Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution
• Contributes to the knowledge management system in the form of updating or creating policies and procedures

Qualifications

• Excellent customer service attitude and the ability to interact with customers in a professional manner with deductive reasoning skills
• Strong verbal and written communication skills as well as excellent listening skills
• Flexible and adaptable to the ever-changing environment.
• Able to resolve customer inquiries with minimal guidance
• Work effectively in a team environment and collaborate cross-functionally
• Ability to analyze information and evaluate results to resolve problems
• Excellent organizational skills with the ability to prioritize, organize and accomplish tasks

Requirements (Education, Certification, Training, and Experience)

• Bachelor’s Degree or equivalent Mandatory. Engineering/Technical Degree preferred
• 2+ years of Customer Service / Technical Support experience in a fast-paced, high-volume, multi-tasked environment
• Working knowledge of Microsoft Windows and Office suites is mandatory
• Experience with CRM systems (Salesforce, SAP, Oracle, People Soft, etc.) preferred

Salary : Not Disclosed by Recruiter

Industry : IT Software – Other

Functional Area : IT Software – Other

Role Category : Computer/IT

Employment Type : Full-Time