Customer Support Representative

7 days ago

Remote, India IOT Research Labs Full time

Safety Connect is a leading company in the domain of enterprise field force safety.

Moreover, Customer support officers need to talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication.

**Roles and Responsibilities**:

- Research and identify solutions to software issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Tracking process from issues through to resolution, within agreed time limits.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Properly escalate unresolved issues to appropriate internal teams (e.g. product team).
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
- Maintain jovial relationships with clients.

**Requirements /Qualifications**:

- Attention to detail and good problem-solving skills.
- Excellent interpersonal skills.
- Good written and verbal communication.
- A process improvement mindset.
- Software maintenance and testing capability.
- 1-2 years of experience as a technical support specialist in SaaS/B2B.
- Bachelor’s degree or equivalent required in computer science or information technology.

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