Digital Customer Experience Representative

2 days ago

Salem, Tamil Nadu, India beBeeCustomerService Full time ₹ 8,00,000 - ₹ 12,00,000

About Premiere Digital Services

We are a trusted partner for content owners, video distributors, digital retailers, broadcasters, subscription video and ad-supported platforms. We simplify the complexities of content distribution, supply chain, and digital storefront management. As a leader in cloud-based digital asset delivery and content optimization solutions, we bring to life the quality of film and television, transporting it to millions around the globe.

About the Role

You will be the face of our company to our clients, providing quality customer service interaction through incoming tickets. You will escalate key issues and questions to our developers in a timely fashion. In addition to ticket resolution, you will learn new features of our software to write documentation for our help center database. You will also come up with new ways to facilitate operation workflows.

Key Responsibilities:

  • Respond to client tickets in a timely manner, providing key customer attention and care. Understand and escalate software bugs and issues to developers. Learn new features of our software and write help documentation articles. Liaison between internal departments to close out and understand issues with clients. Derive metrics and stats from our ticketing system to generate reports. Utilize SQL to query our database and pull key information.

Required Skills:

Critical Skills:

  • Strong customer service skills.
  • Bug/issues escalation.
  • Writing long form articles.
  • Ability to translate skills to other employees.
  • Proficient knowledge of Microsoft Office.
  • Proficient knowledge of legal requirements and regulations.
  • Strong analytical and problem-solving skills.
  • Critical thinking skills.
  • Attention to detail and organization skills.
  • Ability to adapt to changing priorities.
  • Strong interpersonal abilities and communication skills.

PREFERRED SKILLS:

  • Zendesk.
  • Customer support experience.
  • Userpilot.
  • MySQL database.
  • Google Suite (Docs, Sheets).
  • Microsoft Office Suite (Word, Excel).
  • Microsoft Teams.
  • Jira.
  • Slack.

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