Customer Support Specialist

1 month ago


Chennai, Tamil Nadu, India Trekea Mobile Full time
About the Role

We are seeking a highly skilled and motivated Customer Support Specialist to join our team at Trekea Mobile. As a key member of our support team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities
  • Respond to customer inquiries in a timely and accurate manner, utilizing our dedicated support platform.
  • Determine the criticality of customer issues based on customer communication, project progress, and other factors.
  • Enforce customer Service Level Agreements (SLAs) and report against them as necessary.
  • Assist in the development of a Knowledge Base (KB) to ease support for common issues.
  • Analyze and report product malfunctions to the Development team.
  • Share feature requests and effective workarounds with team members.
  • Inform customers about new features and functionalities.
  • Follow up with customers to ensure their technical issues are resolved.
  • Assist in training junior Customer Support Representatives.
Requirements
  • Bachelor's degree in Information Systems, Engineering, Computer Science, or a related field.
  • Previous experience as a Support Specialist is a strong plus.
  • Experience using help desk software and remote support tools.
  • Excellent communication and problem-solving skills.
  • Multi-tasking abilities.
  • Exposure to software design and development lifecycles.
  • Ability to work well under pressure.
  • Excellent interpersonal and external communication skills with a good level of proficiency in spoken and written English.
What We Offer

We offer a competitive compensation package depending on your profile. You will have a unique opportunity to be part of a young and fast-growing team where you can make your mark. This may include taking over and growing our service delivery for a marquee customer depending on your experience, skills, and drive. Compensation will be commensurate with your experience.



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