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IT Solutions Specialist

1 week ago

Hyderabad, Telangana, India Five9s-Solutions Full time

About the Position:

We are looking for a skilled CX Specialist to join our team at Five9s-Solutions. As a CX Specialist, you will play a critical role in delivering exceptional customer experiences through technical support and assistance.

Your Key Responsibilities:

  • Provide technical support and assistance to customers via various communication channels, ensuring a high level of customer satisfaction.
  • Identify and resolve customer issues promptly, escalating complex problems to our technical teams when necessary.
  • Work closely with customers to understand their needs, gather feedback, and identify opportunities for product enhancement and customer satisfaction.
  • Collaborate with cross-functional teams to relay customer feedback and advocate for user needs.
  • Maintain accurate records of customer interactions and support tickets in the CRM system.
  • Prepare regular reports on customer feedback, issue trends, and support metrics to inform continuous improvement efforts.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
  • 1-2 years of experience in customer support, technical support, or customer experience roles, ideally within the IT product sector.
  • Proficiency in CRM tools, ticketing systems, and basic understanding of software products and IT solutions.
  • Excellent verbal and written communication skills, capable of conveying technical information to a non-technical audience.
  • Strong analytical skills with a solution-oriented approach to resolving customer issues and enhancing user satisfaction.
  • Ability to build rapport with customers and collaborate effectively with diverse teams.