Customer Support Expert

6 days ago

Mumbai, Maharashtra, India beBeeCustomerSupport Full time ₹ 9,00,000 - ₹ 12,10,000

Job Title: Help Desk Support Specialist

The centralized support hub bridges the gap between clients and technical solutions.

  • Handle multiple customer support activities, receiving incoming calls, chats, emails & tickets to provide end-to-end Technical and general support resolution to the end user.
  • Interact with mobile phone carriers & other departments to resolve mobile service-related issues.
  • Adhere to business rules & policies as dictated by joint operations documents.
  • Ensure SLAs and KRAs meet day to day, month to month.

This role requires excellent communication skills, problem-solving abilities, and a strong focus on delivering exceptional customer experiences.

Key Responsibilities:

  • Determine the issue, research, and follow-up steps for resolution of issues.
  • Answer incoming calls & chats.
  • Troubleshoot device and networking issues reported by users.
  • Work 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.
  • Communicate escalations/issuesto Managers in a timely manner.
  • Act as a single point of contact for managing communications with the client.

Requirements:

  • We are looking for French & English-speaking candidates to support our SaaS product.
  • Candidates should be willing to work in 24/7 rotational shifts.
  • Extremely organized with an appreciation for process and documentation.
  • A team player who thrives in a kind and collaborative environment.
  • Ability to quickly learn how to troubleshoot devices and step-by-step instructions.
  • Identification, prioritization, and resolution of reported problems through various mediums.
  • Working closely with international telecom carriers/service providers to resolve requests and incidents.
  • Technical Support experienced highly regarded.

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