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Customer Support Associate

4 months ago

Maharashtra, India SailPoint Full time

Deliver extraordinary customer support by responding to questions concerning SailPoint Products for corporate customers spanning across the globe.
- Document necessary customer account information.
- Resolve all customer queries and follow established problem case recording procedures as appropriate.
- Process new support tickets and dispatch to SMEs (Service Matter Experts) in a timely and comprehensive manner to ensure maximum customer satisfaction with inbound and outbound calling.
- Gather relevant information from customers as required and update it accurately to facilitate the technical troubleshooting process.
- Highlight issues through feedback and recommend changes in workflows, procedures and service levels to meet customer needs and to ensure quality service at all times.
- Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality.

Desired Profile:

- Experience Required: Minimum 1 year.
- Prior customer service experience with a passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication.

Skills Required:

- Very strong written and verbal English communication skills.
- Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a windows environment.
- Analytical mind & attention to detail.
- Knowledge of basic troubleshooting skills would be preferred.
- Willingness to work on rotational shifts covering North America, Europe and Asia time zones.
- Experience working with US, UK and Australian customers would be preferred.

SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.