Customer Support Representative

2 days ago

Surat, Gujarat, India beBeeSupport Full time ₹ 10,00,000 - ₹ 14,00,000
Job Title:

Help Desk Support Specialist

","Job Description:

The Mobility Support Desk is the centralized support hub that bridges the gap between clients' employees and technical solutions. It's the first point of contact for users facing issues with technology, software, or services.

We are looking for French & English-speaking candidates to support our SaaS product (Mobility Practice). The role will handle and take ownership of multiple customer support activities, including receiving incoming calls, chats, emails & tickets, to provide end-to-end technical and general support resolution to the end user.

Key responsibilities include determining the issue, researching, and following up steps as necessary for resolution of issues; answering incoming calls & chats; troubleshooting device and networking issues reported by the users; working customer service/tech support via incoming phone calls, email, and chat; identifying and assisting in resolving all issues identified during regular operations; ticketing all calls, chats, and email support in English and Portuguese/Spanish; reviewing deliverables of support team members and providing the required support and guidance to ensure timely deliverables to the client; communicating escalations/issues to Managers in a timely manner, ensuring that all communications are professional and accurate; and acting as a single point of contact for managing the communications with the client.

Required skills and qualifications include French & English fluency; ability to work in 24/7 rotational shifts; extremely organized with an appreciation for process and documentation; a team player who thrives in a kind and collaborative environment; ability to quickly learn how to troubleshoot devices and step-by-step instructions; identification, prioritization, and resolution of reported problems through various mediums (platform, emails, calls, chats) and responsible for the closure of requests with the specified SLA; and working closely with international telecom carriers/service providers to resolve requests and incidents raised by customers.

Benefits include flexible holiday policy, hybrid working options, life & medical insurance, focus on skill development, reimbursement for certifications, Wi-Fi/mobile bill reimbursement, and employee well-being activities.

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