Customer Service Advisor

3 days ago

Bengaluru, India Cloud Software Group Full time

**About Cloud Software Group**

Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done - from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

**Primary Duties / Responsibilities**
- Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and EMAIL while adhering to established Service Level Agreements and Key Performance Indicators
- Needs to handle all interactions using excellent problem solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer handling skills.
- Troubleshoot issues related to account, entitlement, access and licenses and work with L2 teams to resolve issues faster
- Work on keeping mínimal to Zero backlogs and provide superior customer experience and first day resolution
- Proactively provide all the relevant information on the enquired product and explain the features, advantages, and benefits with the accurate technical specifications.
- Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution
- Contributes to knowledge management system in the form of updating or creating policies and procedures

**Qualifications**
- Excellent customer service attitude and the ability to interact with customers in a professional manner with deductive reasoning skills
- Strong verbal and written communication skills as well as excellent listening skills
- Flexible and adaptable to the ever-changing environment. Ability to work in American time zone is essential
- Problem solving techniques and achievement orientation
- Work effectively in a team environment and collaborate cross-functionally
- Ability to analyze information and evaluate results to resolve problems
- Excellent organizational skills with the ability to prioritize, organize, and accomplish tasks

**Requirements (Education, Certification, Training, and Experience)**
- Bachelor’s Degree or equivalent Mandatory. Engineering/Technical Degree preferred
- Mandatory 4+ years of Customer Service / Technical Support experience in a fast paced, high volume, multi-tasked environment
- Working knowledge of Microsoft Windows and Office suites is mandatory
- Experience with CRM systems (Salesforce, SAP, Oracle, People Soft etc.) preferred

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.

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