Customer Support Technician

**Job Description**:
Job Title Associate Customer Support Technician

Exp - 1-3yrs

Location - Bangalore

Job & Department Summary

As an Associate Customer Support Technician, you will be the first point of contact for customers seeking

assistance. Your primary responsibility will be to provide a world class customer service experience while

troubleshooting basic technical issues and escalating more complex problems to higher level support

resolve issues related to our software products, typically focused one main software product, while ensuring

a seamless user experience.

Essential Functions
- Provide effective, efficient and empathetic customer service in a professional manner
- Communicate effectively, providing detailed and concise information internally, while avoiding discussing

organizational complexities externally
- Utilize available resources to gather details and complete basic research

appointment or real time
- Attach relevant KB articles/resources to respective cases. When sufficient product knowledge is

established, create draft KB articles and leave feedback on existing articles
- Adheres to departmental procedures
- Accurately diagnose and troubleshoot technical issues with our Insurance software and products.
- Actively participate in on-going training within your first year of on-boarding to ensure you receive

thorough training and can provide expected accuracy in solutioning customer inquiries.
- Maintains Professional discretion in Customer Communication
- When sufficient product knowledge is established, may be expected to participate in product testing

activities, run assigned test executions, and communicate unexpected results/potential defects
- Performs other duties as assigned by immediate manager or management team.

Key Performance Outcomes
- Customer service experience meets or exceeds world-class standards, as indicated by customer feedback

and satisfaction scores
- Basic technical issues related to the main software product are resolved effectively
- Complex problems are escalated to higher level support technicians in a timely manner
- Ensure that all communication with customers is recorded accurately in the CRM system
- Demonstrates continuous improvement in product knowledge through training and self-study
- Achieving a high level of customer satisfaction, as determined through surveys, feedback and

demonstrated effectiveness
- Exhibits behaviors which exemplify Applied Systems’ Core Values

Required Skills & Experience

Education: Associate degree or higher may be preferred

**Experience**:

- Prior experience in customer service, support or technical support is a preferred but not required
- Ability to quickly learn our software and gain a basic understanding of assigned product area
- Basic analytical skills to identify, diagnose and resolve customer issues.
- Basic ability to accurately diagnose and resolve issues.
- Fundamental and effective written and verbal communication, with the ability to explain technical

concepts to non-technical users.
- Flexibility to adapt to changing processes, tools, and customer needs.
- Ability to manage time effectively, prioritize tasks, and handle multiple responsibilities

simultaneously.
- Meticulous attention to detail in documenting customer interactions and technical issues.
- Customer-focused mindset with a desire to help and support users and colleagues
- A strong commitment to providing excellent customer service and maintaining high customer

satisfaction.

comfortable with 24/7 shifts.

Technical / Functional Skills:
Certifications and/or Licenses:
Competencies
- Adaptability - Maintains a positive outlook; resists stress and works constructively under pressure;

responds resourcefully to change and ambiguity
- Collaboration - Effectively works and collaborates with others toward a common goal; considers the

needs and concerns of all affected groups; builds and leverages relationships across functions and

organizations to achieve business results; constructively deals with conflict
- Communication - Writes and presents effectively; tailors message to the audience; possesses skills of

diplomatic persuasion; skilled in interacting effectively with courtesy and tact; excellent executive

presence
- Driving Execution - Drives continuous improvement in all internal processes; tackles problems head
- on and works to resolve them without delay; intervenes to address barriers to achieving results and

sources of lagging performance
- Innovative - Introduces or uses new ideas and methods that result in improved performance, better

outcomes or higher productivity
- Time Management and Prioritization - Maximizes productivity; focuses on highest priority tasks

while maintaining progress on other assignments; et realistic and efficient deadlines and goals