Customer Support Representative

4 weeks ago

Noida, Uttar Pradesh, India Nexus Hire Full time
Job Summary:

The Customer Support Representative at Nexus Hire plays a vital role in ensuring customer satisfaction and loyalty by providing exceptional technical support and assistance. This role is essential for maintaining positive customer relationships and contributing to the overall success of the organization.

Key Responsibilities:
  • Responding to customer inquiries via phone, email, or chat
  • Identifying and assessing customer technical support needs
  • Providing timely and accurate solutions to customers' technical problems
  • Escalating unresolved issues to the appropriate internal teams
  • Guiding customers on product features and functionality
  • Documenting customer interactions and technical solutions
  • Collaborating with cross-functional teams to resolve complex issues
  • Ensuring high levels of customer satisfaction and loyalty
  • Adhering to established customer support processes and standards
  • Participating in ongoing training and skill development
  • Contributing to the improvement of customer support processes and tools
  • Managing and prioritizing multiple customer cases effectively
  • Identifying opportunities to upsell or cross-sell products and services
  • Adhering to performance metrics and service level agreements
  • Staying updated on product knowledge and industry trends

Required Qualifications:
  • Bachelor's degree in a relevant field or equivalent work experience
  • Proven experience in a customer support or technical troubleshooting role
  • Demonstrated knowledge of technical and IT concepts
  • Excellent communication and interpersonal skills
  • Strong problem-solving abilities and attention to detail
  • Ability to work effectively in a fast-paced and dynamic environment
  • Customer-focused mindset and dedication to customer satisfaction
  • Proficiency in using customer support tools and software
  • Ability to adapt to new technologies and systems
  • Experience working in a global or multicultural environment
  • Proactive and self-motivated with a positive attitude
  • Ability to work collaboratively in a team setting
  • Knowledge of CRM systems and ticketing platforms
  • Flexibility to work in shifts and weekends as required
  • Certifications in customer service or technical support is a plus

communication, customer service, multitasking, adaptability, teamwork, customer support

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