Customer Support Executive

14 hours ago

Hyderabad Telangana, India Cambridge Technology Enterprises (CTE) Full time

**Skills**:

- Experience: Proven experience of 4+ years providing phone and voice support (inbound), particularly in the North American region.
- Communication Skills: Excellent verbal comprehension and communication skills with the ability to understand and be understood by customers with different U.S. dialects and accents.
- Time Management: Ability to manage calls efficiently across multiple time zones, ensuring timely responses and resolution of customer issues.
- Technical Aptitude: Basic technical knowledge to provide Level 1 support and troubleshoot common issues.
- Empathy and Patience: Strong customer service orientation with the ability to remain calm and patient in stressful situations.
- Flexibility: Willingness to work flexible hours to accommodate different U.S. time zones.
- CRM Experience: Familiarity with customer relationship management (CRM) software is a plus.
- Working Hours: 8:00 AM - 4:30 PM EST

**Key Responsibilities**:

- Phone Support: Handle inbound and outbound customer calls to provide Level 1 support, including troubleshooting basic technical issues, answering product-related queries, and resolving customer concerns.
- Customer Interaction: Maintain a high level of professionalism and empathy during customer interactions, ensuring that all customer queries are handled efficiently and effectively.
- Time Zone Coverage: Provide phone support across various U.S. time zones, including Eastern Standard Time (EST), Pacific Standard Time (PST), and Mountain Time.
- Dialect Understanding: Recognize and adapt to different U.S. dialects to ensure clear and effective communication with customers from perse regions.
- Documentation: Accurately log customer interactions and support requests in the company’s CRM system, ensuring that all relevant information is recorded and accessible for future reference.
- Problem Solving: Identify, troubleshoot, and resolve customer issues at the first point of contact, escalating more complex issues to higher support levels when necessary.
- Product Knowledge: Maintain a deep understanding of the company’s products and services to provide accurate and comprehensive support to customers.
- Continuous Improvement: Actively participate in training sessions and stay updated on new products, services, and industry trends to continually improve support quality.

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