Customer Support Resolution Lead

3 days ago

Mangalore, Karnataka, India beBeeEscalation Full time ₹ 20,00,000 - ₹ 24,00,000
Escalation Resolution Specialist

We are seeking an experienced Escalation Resolution Specialist to join our team. As a key member of our support group, you will play a vital role in ensuring efficient and effective resolutions to escalated customer issues.

This is an excellent opportunity for a skilled professional who can effectively communicate with customers and stakeholders, track progress, document and communicate updates to ensure customer satisfaction and improve processes.

Main Responsibilities:

  • Manage the lifecycle of escalated incidents, including acting as a single point of contact, incident intake, and impact analysis.
  • Act as a bridge between customers, support teams, and other stakeholders, requiring technical understanding of the issue and ability to effectively communicate it to non-technical stakeholders.
  • Lead investigations for major incidents, keeping stakeholders updated as necessary.
  • BUILD STRONG WORKING RELATIONSHIPS WITH KEY STAKEHOLDERS ACROSS VARIOUS TECHNICAL AND NON-TECHNICAL TEAMS TO ENSURE EFFICIENT COLLABORATION AND DRIVING DOWN RESOLUTION TIMES.
  • LEAD INCIDENT REVIEW MEETINGS FOCUSED ON CRITICAL/Major ESCALATIONS WITH SENIOR LEADERSHIP.
  • FOLLOW THE ESCALATION PROCESS, INCLUDING TICKET ASSIGNMENT, TRACKING, AND COMMUNICATING THE STATUS OF ESCALATED CASES WHILE IDENTIFYING AREAS FOR IMPROVEMENT IN THE ESCALATION PROCESS AND IMPLEMENTING CHANGES TO ENHANCE EFFICIENCY.
  • INVESTIGATE THE UNDERLYING CAUSES OF ESCALATED ISSUES AND WORK TOWARDS PERMANENT SOLUTIONS.
  • MULTITASK AND PRIORITIZE WORK EFFECTIVELY.
  • PROVIDE TRAINING AND SUPPORT TO TEAM MEMBERS ON TOOLS USED, ESCALATION PROCEDURES, AND PROCESSES.

Requirements:

  • 7+ years of experience handling customer escalations or working in a customer-facing support role in fast-paced software/technology environments.
  • ABILITY TO COMMUNICATE EFFECTIVELY WITH CUSTOMERS AND OTHER STAKEHOLDERS (BOTH TECHNICAL AND NON-TECHNICAL) AND BE ABLE TO CULTIVATE STRONG WORKING RELATIONSHIPS CROSS-FUNCTIONALLY TO DRIVE EFFECTIVE TEAMWORK AND COMMUNICATION.
  • EXPERIENCE WORKING WITH RELEVANT TOOLING INCLUDING TICKETING SYSTEMS SUCH AS ZENDESK AND SERVICENOW, AND DASHBOARD TOOLS SUCH AS ZENDESK EXPLORE AND TABLEAU.
  • ABILITY TO IDENTIFY ROOT CAUSES, ANALYSE ISSUES, AND DEVELOP SOLUTIONS.

  • Customer Resolution Specialist

    3 days ago

    Mangalore, Karnataka, India beBeeResolution Full time ₹ 35,00,000 - ₹ 50,00,000

    Job OverviewThe role requires a professional with excellent interpersonal skills, a passion for delivering exceptional customer experiences, and a track record of resolving complex issues across multiple channels.Timely and effective resolution of customer queries, complaints, and escalations via Voice and Email platformsEnd-to-end ownership of assigned...

  • Customer Support Specialist

    2 days ago

    Mangalore, Karnataka, India beBeeSupport Full time ₹ 39,00,000 - ₹ 61,00,000

    About the RoleAs a customer support professional, you will be the primary point of contact for users on our astrology app. You will assist users with queries, resolve complaints, and ensure every user receives an exceptional experience.Key ResponsibilitiesCustomer InteractionRespond promptly to user inquiries via chat, calls, and email regarding app usage,...

  • Automotive Customer Support Specialist

    7 days ago

    Mangalore, Karnataka, India beBeeCustomerSupport Full time ₹ 30,00,000 - ₹ 60,00,000

    Job Summary">We are seeking a highly skilled Customer Service Representative to join our team. The ideal candidate will possess excellent communication skills, a strong work ethic, and a passion for delivering exceptional customer experiences.">Key Responsibilities:">Respond to customer inquiries in a timely and professional manner via phone, email, or...

  • Customer Service and Technical Support Specialist

    1 day ago

    Mangalore, Karnataka, India beBeeTechnical Full time ₹ 6,00,000 - ₹ 12,00,000

    Technical Support Role OverviewThis is a key position within the support team, providing critical technical assistance to customers.Handle customer inquiries via various channels, ensuring timely resolution of issues.Collaborate with internal teams to resolve complex problems.Adhere to established policies and procedures to maintain high levels of service...

  • Executive Customer Support Specialist

    3 days ago

    Mangalore, Karnataka, India beBeeCustomerSupport Full time ₹ 1,08,000 - ₹ 1,80,000

    ">Customer Support Associate">We are seeking a dedicated and customer-focused individual to join our team as a Customer Support Associate. The ideal candidate will serve as the primary point of contact for users, providing exceptional support experiences and ensuring seamless assistance and quick resolutions to their queries.Respond to customer inquiries via...

  • Customer Support Specialist

    2 days ago

    Mangalore, Karnataka, India beBeeNetwork Full time ₹ 9,00,000 - ₹ 12,00,000

    Technical Support ProfessionalAre you a problem solver with exceptional communication skills? Do you have experience in customer support and a passion for troubleshooting complex technical issues?This role is an exciting opportunity to join a team of dedicated professionals who are passionate about delivering exceptional customer experiences. As a Technical...

  • Frontend Support Executive Lead

    1 week ago

    Mangalore, Karnataka, India beBeeSupport Full time ₹ 40,00,000 - ₹ 80,00,000

    Job Title:Frontend Support Executive LeadAbout the Role:We are looking for a seasoned professional to lead our frontend support team, ensuring timely and high-quality resolutions to frontend-related issues.Main Responsibilities:Ticket Management: Understanding, analyzing, and prioritizing support tickets; distributing tasks to team members based on skillset...

  • Support Engineering Lead

    5 days ago

    Mangalore, Karnataka, India beBeeLeadership Full time ₹ 20,00,000 - ₹ 35,00,000

    Lead Support Engineering ManagerWe are seeking a seasoned professional to lead our global support engineering team. This is a dynamic role that requires a deep understanding of technical support and customer success.About the Role:Lead a team of L1/L2 support engineers to deliver exceptional customer experiences through technical depth, data-driven...

  • Customer Support Representative

    6 days ago

    Mangalore, Karnataka, India Rapro Solutions Full time ₹ 5,00,000 - ₹ 10,00,000 per year

    Responsibilities:* Manage incoming customer queries via phone, email & chat* Maintain high NPS through timely resolutions* Collaborate with cross-functional teams on process improvementsOffice cab/shuttleHealth insuranceFood allowanceProvident fundAnnual bonus

  • Experience Resolution Specialist

    3 days ago

    Mangalore, Karnataka, India beBeeSupport Full time ₹ 30,00,000 - ₹ 60,00,000

    About our organizationWe're a platform for discovering and booking experiences.Job RoleWe're looking for an individual who can provide timely assistance and smooth resolutions to our clients. This person will be the primary point of contact for users booking experiences across multiple locations.Respond to customer queries via chat, email, and phone in a...