Customer Support Expert

4 days ago

Shimoga, Karnataka, India beBeeSupport Full time ₹ 45,00,000 - ₹ 65,00,000
Job Description

The role of Help Desk Support Specialist is a key position within the organization, responsible for providing end-to-end technical and general support resolution to customers.

  • This includes receiving incoming calls, chats, emails & tickets and taking ownership of multiple customer support activities.
  • Interaction with mobile phone carriers & other departments is necessary to resolve mobile service-related issues.
  • Adherence to business rules & policies as dictated by joint operations documents is crucial.
  • Ensuring SLA's and KRA's meet day to day, month to month.

Key Responsibilities:

  • Determine the issue, research, and follow-up steps, as necessary for resolution of issues.
  • Answer incoming calls & chats.
  • Troubleshooting device and networking issues reported by users requires acting as a liaison between customers, mobile carriers, client policy and internal teams.
  • Working customer service/tech support via incoming phone calls, email and chat.
  • Identify and assist to resolve all issues identified during regular operations.
  • Ticketing all calls, chats and email support in English and Portuguese/Spanish.
  • Review deliverables of support team members and provide required support and guidance.
  • Communicates escalations/ issues to Managers in a timely manner.
  • Act as a single point of contact for managing communications with clients.

Required Skills and Qualifications:

  • We are looking for French & English-speaking candidates to support our SaaS product (Mobility Practice).
  • Candidates should be willing to work in 24/7 rotational shifts.
  • Extremely organized individuals with an appreciation for process and documentation are ideal.
  • Team players who thrive in kind and collaborative environments are preferred.
  • Ability to quickly learn how to troubleshoot devices and step-by-step instructions is necessary.
  • Identification, prioritization and resolution of reported problems through various mediums and responsible for closure of requests with specified SLA.
  • Working closely with international telecom carriers/service providers to resolve requests and incidents raised by customers.
  • Technical Support experienced highly regarded.

Benefits:

  • Flexible Holiday Policy.
  • Hybrid Working Options.
  • Life & Medical Insurance.
  • Focus on Skill Development, Re-imbursement for Certifications.
  • Wifi-Mobile bill reimbursement.
  • Employee well-being activities.

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