Support Agent 1

4 days ago

Vadodara, India Qualifacts Systems, Inc. Full time

Provide outstanding customer Service, including timely, concise, and accurate responses, proactive customer Issue management, while handling all Customer requests in a professional, positive, and dignified manner.
- Provide technical support to Customers by researching and answering questions; troubleshooting problems; optimizing software performance
- Building reputation of dependability by upholding commitments
- Effectively communicates (Verbal, Listening, and Written) with team, leadership, and customers
- Developing Knowledge; Appropriately makes decisions after receiving some assistance from manager, supervisor, senior staff and seeks guidance on what to escalate; Meets Ticket Productivity goals and adherence to SLA/SLO requirements; Resolve low to moderate complexity/priority requests with consistent quality. Clarifies and understands customer business need and works with manager, supervisor, senior staff to formulate accurate resolutions to address customer need.
- Begins to develop knowledge of additional service offerings (LiveChat, Concierge, Phone Line)
- Breakdown of tasks per type (nomenclature dependent on ticketing solution):

- Low complexity/priority tasks: 50%
- Moderate/High complexity/priority tasks: 50%
- Resolve low to moderate complexity/priority requests with consistent quality.
- Maintains a collaborative presence within the team and engages others with critical thinking and positivity.

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