Managed Services Representative

7 days ago

Bengaluru Karnataka, India CloudThat Technologies Pvt. Ltd. Full time

As a Managed Services Representative, you will be responsible for managing incoming customer inquiries, tickets, and requests for technical assistance. You will serve as the first point of contact for customers, providing prompt and courteous assistance while accurately documenting and triaging issues for resolution by our technical team.

**Responsibilities**:

- Provide exceptional customer service by actively listening to customer concerns, identifying their needs, and offering timely and effective solutions.
- Accurately document customer interactions, inquiries, and issue resolutions in our CRM system.
- Triage and prioritize incoming tickets based on urgency and severity, escalating technical issues to the appropriate teams for resolution.
- Collaborate closely with our backend support teams to ensure timely and effective resolution of customer issues.
- Follow up with customers to ensure satisfaction with the resolution and address any additional concerns or questions.
- Identify opportunities for process improvement and contribute to the development of best practices for customer support

**Qualifications**:

- Graduate or higher degree and have technical knowledge in the world of cloud computing is a plus
- Previous experience in a customer service or technical support role, preferably in a help desk environment.
- Strong communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner.
- Excellent problem-solving skills and the ability to think quickly and creatively to resolve customer issues.
- Familiarity with CRM systems and ticketing software experience is a plus.
- Ability to multitask and prioritize workload in a fast-paced environment while maintaining attention to detail.
- Team player with a positive attitude and a willingness to learn and adapt to new technologies and processes.

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