Customer Account Rep I

1 week ago

Bengaluru, India CommScope Full time

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion.
Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from
busy airports to state-of-the-art data centers—we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.

CommScope is looking to add a Customer Account Rep I to join our team at Bangalore.

**How You'll Help Us Connect the World**:
Working in a fast-paced environment, the Customer Account Rep I will be responsible for providing Administrative Support / assistance for various technologies in Ruckus products to our Enterprise customers. The CSR will work with employees, customers, VARs & Distributors to ensure the quality and reliability of the Ruckus product.

**Required Qualifications for Consideration**:

- Minimum Diploma or Graduation
- 4+ years proven experience in customer service
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of customers around the globe
- Strong customer handling skills and active listening
- Ability to communicate clearly and expertly, both verbally and in writing

**Soft Skills**:

- Willingness to work in a fast paced and challenging work environment
- Ability to multi-task, prioritize, and manage time effectively
- Able to prioritize feature work efficiently ensuring that all customer queries are resolved to closure and the customer’s satisfaction
- Willing to go the ‘extra mile’ and to view customer excellence as a personal objective
- Excellent oral and written communication skills
- Ability to find a solution for or to deal proactively with work-related issues
- Willingness to work a flexible schedule and occasional overtime when needed
- Possess a strong work ethic and a great teammate

**You Will Excited Us If You Have**:

- Answer incoming calls, Chats and cases via Support portal
- Build / Triage cases and route it to the appropriate team
- Resolving all Account, Contact & License related quires
- Review and resolve customer issues related to account administration, contract entitlements, product registration, web-based support access, etc. by adhering to Ruckus Policy and Procedures
- Liaise between IT and Customer on complicated Licensing issues
- Liaise between Logistics and Customer on RMA cases
- Generate clear and concise documentation in the form of case notes
- Discuss with Leads on cases that require assistance from other multi-functional teams or other complicated issues
- Educate customers regarding self-help / Articles availability on Support portal
- To ensure alignment of all case management rules which will help in the right and a quicker resolution and hence maintain a manageable backlog

**KRAs include**:

- Ease of doing business / CSAT
- Time to Close / Time to Resolve
- % Cases closed with the same day
- Active Backlog / Aged Backlog
- Efficiency

**What Happens After You Apply**:
**Why CommScope?**

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

Commscope is an Equal Opportunity Employer.

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