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Customer Support
3 weeks ago
_**Roles & Responsibility**_
- Attending to customer issues/requests in a timely manner
- Own customer issue management and resolution for each incident
- Escalate internally per process to appropriate teams/department
- Ensure all KPIs and SLAs are met
- Be the voice of our customers and provide feedback to CS leadership
- Document all customer interactions in the CRM system/tool regardless of customer communication channel.
- **Required**_
- Nights and weekend availability as the customer base is US and Korea-based.
- Ability to work on Holidays.
- **Preferred**_
- Background and experience using Zendesk Support tools or similar CRM systems (I.e. SFDC, Service now, etc.)
- Background and experience with Microsoft Word and Excel, Google Sheets, Slack, and Gmail.
- General interest and Knowledge in Sports and Fantasy Games including specific leagues we offer such as NFL, NBA, MLB, NHL, PGA, NASCAR, UFC, NCAAFB, NCAABB, WNBA
- **Qualification**_
- Self-motivated and driven to succeed
- Focused on ultimate customer experience and passionate about the job
- Collaborate with a group of people to accomplish a task or achieve goal(s)
- Ability to adapt to ever-changing business environment
- Previous experience as a member of the customer support team
- Experience using CRM tools
- Excellent written, verbal, and presentation skills
- Experience working under pressure with the flexibility to meet the requirements of 24/7 365 days per year operations
- Previous experience in managing live tickets/incidents
- Keen interest in Sports
Pay: ₹10,094.10 - ₹29,814.42 per month
Schedule:
- Day shift
- Night shift
- Weekend availability
Supplemental Pay:
- Overtime pay
Work Location: In person
