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4 months ago

Bengaluru, India Cloud Software Group Full time

**About Cloud Software Group**

Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done - from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

**Job Description-**

The Customer Service advisor serves as a primary point of contact for ShareFile external and internal customers, end-users, and ShareFile partners and distributors. The Customer Service Advisor handles all inbound requests from these sources and provides assistance in addressing these requests. Inquires can include but are not limited to, product orders, billing, renewals, customer account maintenance, technical support entitlement and product licensing.

**Roles & Responsibilities**
- 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 the accurate technical specifications.
- Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution.
- Contributes to knowledge management system in the form of updating or creating policies and procedures.

**Must have skills.**
- Good verbal and written communication skills.
- Ability to listen, assess, determine, and communicate corrective measures.
- English-speaking proficiency is required, and bilingual skills are a plus.
- Customer-focused - Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer
- Ability to de-escalate customers in challenging circumstances.
- Works Independently with the ability to think critically, troubleshoot, and solve complex problems.
- Well versed in a data-driven, metrics-oriented environment.
- Achieve operational targets within the role with a direct impact on department results.
- Has a keen interest in Software-as-a-Service (SaaS).