Customer Support
2 months ago
Job Posted On
16-09-2024 22:51:01
Experience Required
1 - 2 years
Location
- Chennai, Tamil Nadu, India (CHN)
Job Summary
Customer Interaction
Manage Expectations: Set clear expectations for issue resolution times and keep customers informed about the status of their problems.
3. Documentation and Reporting
Document Issues: Maintain detailed records of customer interactions, issues reported, and the resolutions provided.
Prepare Reports: Generate reports on recurring issues, customer feedback, and system performance for analysis and improvement.
4. Product Expertise
Maintain Knowledge: Keep up-to-date with product updates, new features, and known issues to provide accurate support.
Product Training: Continuously enhance knowledge of the product or service to handle complex issues efficiently.
5. Escalation and Collaboration
Escalate Issues: Identify and escalate critical or unresolved issues to higher-level technical teams or developers.
Collaborate: Work closely with other support engineers, developers, and technical teams to resolve complex problems and improve product quality.
6. Customer Education
Create Documentation: Develop and maintain support documentation, including FAQs, user manuals, and troubleshooting guides.
Provide Training: Educate customers on product features, best practices, and solutions to prevent future issues.
7. Quality Assurance
Ensure Satisfaction: Monitor and ensure high levels of customer satisfaction with the support provided.
Gather Feedback: Collect and analyze customer feedback to improve support processes and product offerings.
8. Continuous Improvement
Process Improvement: Identify opportunities for improving support processes and tools to enhance efficiency and effectiveness.
Stay Current: Keep up with industry trends and advancements to improve technical skills and support methodologies.
9. Technical Documentation and Tools
Use Support Tools: Utilize customer support tools, ticketing systems, and diagnostic software effectively.
Update Documentation: Ensure all technical documentation and knowledge bases are current and accurate.
10. Project Involvement
Participate in Projects: Contribute to projects related to product development, support system upgrades, or new feature rollouts as needed.
Test Products: Assist in testing new features or products to identify potential issues before they are released to customers.
11. Compliance and Security
Follow Protocols: Adhere to company policies and procedures, including security protocols, to protect customer data and ensure compliance.
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