Listen to and respond appropriately, timely, and professionally to clients' calls, emails, and chats regarding their issues.
Analyze the presented problem, troubleshoot accordingly, keeping in mind that the information provided was valid, complete, and accurately given to resolve the problem.
Forward the complicated or unresolved issues to the concerned internal departments and follow up for complete resolution.
Keep clients always satisfied with the interaction by being respectful, professional, and empathetic during the interaction.
Internal Liaising and Communication
Serve as the lead point of contact for the customer and internal teams, including IT, Sales, and Operations, for communication to facilitate a harmonious issue resolution process.
Collaborate extensively with internal teams to update clients on issue status and probable solutions.
Support internal teams in the implementation of process improvements to the client support experience based on direct feedback from clients and observed trends.
Documentation and Reporting
Log and maintain detailed records of all client interactions, issues, and resolutions in the customer support database. Prepare reports on common issues and client feedback to help drive improvements to products, services, and support processes.
Contribute to the development of FAQ documentation, user guides, and support materials that improve clients' ability to self-serve. Continuous Improvement Stay current about company products and services and recent refreshes or releases.
Proactively identify areas for process improvement within the customer support function.
Participate in regular training sessions to enhance knowledge, skills, and service levels.
Requirements
Qualifications:
Bachelor’s degree in Business, Communications, Information Technology, or a related field.
Proven experience in a customer support or client-facing role, preferably in a technical or SaaS environment.
Strong problem-solving skills, with the ability to effectively troubleshoot and resolve technical issues.
Excellent interpersonal, written, and verbal communication skills.
Able to handle multiple tasks, while prioritizing, in a high-pressure environment.
Proficient with CRM software, along with any other tool used in direct customer service.
Preferred Skills:
Knowledge of technical troubleshooting and IT support
Utilization of remote desktop support software or other troubleshooting tools.
Knowledge of the process involved in maintaining client relationships and escalating issues.
Key Attributes:
Empathetic and patient in answering customer/clients' queries or issues
Team-player with good interaction with co-workers at all levels.
Detail-oriented, quality information, accurate solutions.
