Customer Support

16 hours ago

Bengaluru, Karnataka, India Careernet Technologies Full time
This is a technical support role that requires mid-sized application troubleshooting and support as well as a customer centric personality. Qualified candidates must have experience with phone-based application support, strong communication and organization skills, and must pay close attention to detail. Familiarity with Windows OS/Server troubleshooting is preferable.    RESPONSIBILITIES:   Provide first-line telephone technical support for the Q2 Solution   Troubleshoot/resolve basic customer problems   Answer phone calls in a high-paced environment within acceptable service levels   Accurately record cases, including customer comments, proper categorization, and fully document issues for quick resolution without requiring additional contact with the customer to obtain basic details   Accurately establish and record case priority   De-escalate customer concerns and provide resolution   Use available tools, procedures, instructions, and documents to resolve technical problems   Maintain in-depth knowledge of Q2 Solution usage to answer "how to" questions and provide step-by-step instructions to customers   Thoroughly document all research/conversations utilizing a case tracking system   Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts   Manage an individual open case queue, while being assigned new cases on a daily basis   May receive escalated cases and tasks from customers or management, and must prioritize accordingly   Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines   Develop and maintain effective relationships with customers   Follow internal change control process to implement any required product modifications   Occasionally assist with testing emergency product fixes received from Product Development, as needed   Often make data or configuration edits in a production environment, requiring extreme care and attention to detail   Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.   Participate in rotating 24x7 "on call" support coverage for all issues   Communicate customer status, concerns, and issues to the Operations Management as needed   Work closely with employees in other functions, such as implementations and development   Working the US business hours (India night-time is a must ask)   Additional Job Description Additional Job Description EXPERIENCE AND KNOWLEDGE:   Must have at least three plus years of previous phone technical support experience   Understanding of remote tools and basic networking required   Previous enterprise/mid-sized software support or delivery experience preferred 
 Excellent communication and organizational skills required   Ability to quickly learn new technologies and programs   Previous customer service experience preferred; Must have ability to provide assistance to customers in a respectful, helpful manner   Knowledge of Banking practices is helpful   Some troubleshooting experience preferred

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