Customer Service Rep 3

7 days ago

Pune, 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.

**About This Team**

The TIBCO Support organisation provides technical product support services to our customers. We use a "follow-the-sun" model to ensure that support is available whenever it is needed. Support centres are located around the world to support all the TIBCO product lines. Within TIBCO Support, Level 1 Support is responsible for providing first line assistance to customers.

This person will work in the L1 Support and will have the following responsibilities:

- Answer incoming customer phone calls and chats
- Create/monitor problem reports (cases) from customers in our call tracking system
- Validate customer maintenance status
- Validate assigned contacts for customers and provide user-ids for accessing the TIBCO Support customer portal
- Confirm problem description, severity, and gather basic product information
- Research required information using available resources and respond to basic product questions and general queries
- Direct cases to the appropriate product support group
- Write and maintain internal support procedures
- Own and drive various internal company projects
- Handle escalations from the team and participate in daily handovers.

**Required Experience/Skills**
- 5 years experience in customer service
- Excellent customer service, verbal and written communication skills required along with active listening
- Knowledge of customer service practices and principles
- Need high-level technical knowledge to be able to understand a customer’s problem and be able to communicate to support engineers.
- Knowledge of collaboration and CRM tools a plus
- Experience with project work and writing processes a plus

**Education**
- Any Graduate

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.

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