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Customer Service Representative
4 months ago
About Sakon:
We are one of the world’s top SaaS companies in our market, and a leader in managing enterprise communications services. Sakon has helped global enterprises organize, understand, and intelligently manage their communications and cloud services since 2003. Headquartered in Concord, Massachusetts, with a global delivery center based in Pune, India, the company has more than 600 employees. Our technology is used by some of the top systems integrators and outsourced services providers across the globe in transformational projects with CSPs, SIs, and ITOs such as IBM.
About Role:
Looking out for candidates with solid verifiable experience in French & English working customer service/tech support via incoming phone calls and chat is preferred. Industry experience in mobility software solutions and services will be good to have.
Job Description:
• We are looking for a French/English Bi-Lingual Speaking Associate-Helpdesk profile to support our SaaS product (Mobility Practice]. The Mobility Support Team is a key role in managing the support & operations for platinum & gold enterprises and its partners‘ clients throughout the client lifecycle.
• This is an individual contributor role and candidate will be working closely with Team Manager to support multiple clients to ensure the smooth functioning of ongoing operations and resolution on queries on time.
• Understand Sakon Mobility application and key functionalities required for regular functioning & operations.
• Work closely with the Ops team & cross-functional teams to serve client requirements as per agreed quality and delivery SLAs (as individual contributor]
• Ability to work with Patience, kindness and understanding as few groups of users may not have used a mobile device or computer before
• Ability to quickly learn how to troubleshoot devices and laptops with only pictures and step by step instructions.
• No devices at hand will be available to learn about the device and its settings.
• Identification, prioritization and resolution of reported problems through various mediums (platform, emails, calls, chats] and responsible for the closure of request with the specified SLA.
• Working closely with the international telecom carriers/ service providers to act the requests and incidents raised by customers.
➢ Activities include:
• Recognition, research, resolution and follow-up steps
• Troubleshooting device issues reported by the users
• Acting as a liaison between customers and departments within the organization
• Working customer service/tech support via incoming phone calls and chat is preferred Identify and assist to resolve all issues identified during regular operations. No scripts are used. You must be able to ask questions as necessary and move the call to resolution.
➢ Chat support:
• Ticketing all calls, chats and emails.
• Email support in English and as necessary translated to user‘s language using a translation tool.
• Review deliverables of support team members and provide the required support and guidance to ensure timely deliverables to client.
• Communicates escalations / issues to Managers and Ops team in a timely manner, ensuring that all communications are professional and accurate Act as a single point of contact for managing the communications with the client.
➢ Shift Timings:
Candidate should be willing to work any hours 24/7
