Customer Experience Solutions Specialist

2 weeks ago

Ellore, Andhra Pradesh, India interface Full time

About the Role

We are seeking a highly skilled Customer Experience Solutions Specialist to join our team. As a key member of our Technical Support department, you will play a vital role in delivering exceptional customer experiences.

Key Responsibilities

  • Lead the day-to-day operations of our customer support department, ensuring seamless execution and timely issue resolution.
  • Develop and implement creative solutions to address customer complaints, resulting in high CSAT scores.
  • Collaborate with customers to understand their technical issues, providing clear explanations and resolutions through various communication channels.
  • Analyze complex problems, perform troubleshooting, and test service flows to resolve customer concerns efficiently.
  • Work closely with internal teams to identify and resolve customer issues within set SLAs.
  • Capture and document all queries and concerns using our ticketing tool, email, or calls.
  • Regularly review open tickets, share updates, and provide feedback to ensure continuous improvement.
  • Elevate priority issues to management as necessary.
  • Maintain high KPIs to achieve exceptional customer experience excellence.
  • Build strong relationships with internal stakeholders to drive collaboration and efficiency.
  • Utilize your analytical skills to investigate root causes of issues, leveraging expertise in Node.JS/Express.JS/Hapi.js/Koa.js, NoSQL DBs, relational databases, and APIs.
  • Address mission-critical, technically complex issues, providing timely updates and analysis.
  • Familiarity with common CRM/service desk tools like JIRA, Bugzilla, Zendesk, or Zoho is essential.
  • Monitor ticket inflow patterns, escalation trends, top issues, and areas for improvement.
  • Be prepared to adapt to flexible working hours, including US shifts.

Requirements

  • Demonstrate excellent communication skills (written and verbal) to effectively communicate updates and resolutions to customers.
  • Prior experience in a customer-facing role, troubleshooting technical issues, and collaborating with internal teams is crucial.
  • A minimum of 2-4 years of technical support experience in product organizations is required.
  • Excellent analytical skills and critical thinking ability are necessary for success in this role.
  • Familiarity with cross-functional teams within an organization is essential.
  • Self-motivation, a fast learning attitude, and adaptability are essential traits for this position.
  • Experience working with on-site/virtual teams is beneficial.
  • Banking domain knowledge is preferred, but not mandatory.
  • Previous work experience in a chatbot space is a significant advantage.

Estimated Salary Range: $80,000 - $110,000 per annum, depending on location and experience.

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