Customer Support Specialist

Customer Support Specialist

Experience: 1 - 3 Years Exp

Salary: Competitive

Preferred Notice Period: 60 Days

Opportunity Type: Office (Thiruvananthapuram)

Placement Type: Permanent

(*Note: This is a requirement for one of Uplers' Clients)

Must have skills required :

Customer Relationship and Customer Service and Customer Success

CareStack (One of Uplers' Clients) is Looking for:

Customer Support Specialist who is passionate about their work, eager to learn and grow, and who is committed to delivering exceptional results. If you are a team player, with a positive attitude and a desire to make a difference, then we want to hear from you.

Role Overview Description

Key Responsibilities:

• First Line Support: Provide timely and accurate Tier 1 support via email, and live chat, focusing on resolving issues related to Phone systems, call quality, device setup, network configurations, and related features.
• Troubleshooting: Diagnose and troubleshoot basic phone system issues, including IP phones, softphones, and network connectivity problems (SIP issues, firewall configurations, etc.).
• Ticket Management: Handle support requests through a ticketing system (e.g., Zendesk), ensuring timely response and resolution, and escalating to L2/Engineering teams as needed.
• Documentation: Maintain and update internal and customer-facing knowledge bases, providing step-by step guides, FAQs, and documentation for common issues.
• Customer Onboarding Support: Assist customers with onboarding, setting up deskphone devices, configuring call flow, and ensuring seamless integration with PMS.
• System Monitoring: Use monitoring tools to identify potential issues proactively and escalate to the relevant teams for prompt action.
• Call Quality Analysis: Analyze call logs, jitter, latency, packet loss, and other metrics to diagnose and resolve call quality issues.
• Collaboration: Collaborate with cross-functional teams, including L2 Support, Product, Engineering, and Customer Success, to provide feedback and improve system performance and customer experience.
• Training & Support: Provide basic user training on VoIP phone systems and features, ensuring customers are fully equipped to utilize the system.

Skills

• Problem-Solving - Ability to think critically, troubleshoot systematically, and identify root causes of issues.
• Team Player - Comfortable working in a fast-paced environment, collaborating with cross-functional teams, and contributing to team goals

Preference - Candidates from a technical educational background line B. Tech, BCA, MCA, etc.

Shift - US/UK/AUS

Your Life @ CareStack

At CareStack, work is more than just a job it's a mission: To innovate. To connect. To empower. To collaborate. To think alongside our clients and transform the way healthcare is delivered. To lead change in an industry ripe for disruption. We dont just aim to improve; we strive to redefine whats possible in dental care.

Being a stacker, youll be part of something extraordinary; youll have the opportunity to learn and grow in ways that shape your career. Youll be empowered to take risks and try new things every day, all while receiving steadfast trust and support in an environment where everyone can excel.

Join us online for future opportunities

Website:

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Note: As part of our interview process, we conduct an initial shortlisting to identify candidates who closely match our requirements. While we strive to notify all applicants about their status, if you do not receive a response from us, please understand that your profile has not been shortlisted at this time.

This document contains confidential and proprietary information belonging to Good Methods Global Inc., no part of which may be disclosed to others or reproduced in any form or by any means, without prior permission in writing

Thiruvananthapuram | Florida

How to apply for this opportunity:

Easy 3-Step Process:

1. Click On Apply And Register or log in on our portal

1. Upload updated Resume & Complete the Screening Form

2. Increase your chances to get shortlisted & meet the client for the Interview

About Our Client:

CareStack is a complete cloud-based dental software solution for scheduling, clinical, billing, patient engagement, and reporting needs of dental offices of any size - whether it's a single location or a large multi-site DSO.

About Uplers:

Our goal is to make hiring and getting hired reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant product and engineering job opportunities and progress in their career.

(Note: There are many more opportunities apart from this on the portal.)

So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you