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L1 Associate- Customer Support

2 months ago

Thane, India Aditya Birla Group Full time

Third Rock Resources Private Limited is a staff augmentation company based in Thane, Maharashtra.

We are looking for immediate joiners. If selected, you will be posted at our client location.

Work Location: Thane/Worli

Working Hours: General shift, Monday-Friday.

We are seeking a highly skilled L1 Associate to join our team in providing support for this innovative platform. The ideal candidate will possess a solid technical background combined with customer service experience. As the first point of contact for our customers, the Associate will play a crucial role in delivering exceptional support and troubleshooting assistance, ensuring a smooth and efficient experience with our platform.

By joining our team, you will have the opportunity to work in a high-growth, innovative environment where teamwork and collaboration are paramount.

Responsibilities:

  1. Serve as the first point of contact to understand and address challenges from end users over the phone or email.
  2. Provide resolutions based on the understanding of the issue understanding and the details provided by customers for the platform. If required, collaborate with the respective teams.
  3. Upskill on AI, GenAI, web applications.
  4. Direct unresolved issues to the next level of support personnel.
  5. Record events and problems and their resolution in logs.
  6. Follow-up and update customer status and information via an email on the issues.
  7. Pass on any feedback or suggestions by customers to the appropriate internal teams.
  8. Identify and suggest improvements to procedures.

Requirements:

  1. Excellent communication skills and of course, customer oriented.
  2. Any bachelor's degree: A bachelor's degree in an associated field like IT or Computer Science is a plus.
  3. Good understanding of AI and employee facing applications such as intranet, HRMS.
  4. Team player, work with multiple teams to diagnose and resolve basic technical and functional issues.
  5. Prior experience as a help desk technician or in other customer support roles is a plus.