Customer Support Professional

2 weeks ago

Gurugram, India ApplyBoard Full time

The Opportunity

:

Customer Support Professionals will be responsible for reviewing Tier 2 workflow brought to them by the Outsourcing , Team Leads, or other senior team members. After reviewing the Tickets, Professional Specialist will utilize problem solving and other tools to reach resolution. Upon resolution, the Customer Support Professionals will provide root cause analysis and documentation for proactive solutions. This role will work closely with various internal and external clients to implement long-term solutions to common and unique issues. The Customer Support Professional will be involved in creating efficiencies through analysis and documentation and play a pivotal role in ApplyBoard's Customer Experience team.

What you'll be doing everyday:

Work closely with CX and other departments to identify and resolve escalations, and suggest case-by-case resolutions as well as larger-scale fixes

Prioritize Tier 2 tickets to meet service level agreements

Ensure tickets are properly documented according to the company’s processes when required 

Collect and share all beneficial information in regards to process/policy to all team members

Provide root-cause analysis for delay in resolution

Work with various team members to recommend long term or larger scale resolutions for recurring issues

Participate in a continuous state of learning 

Clarify the company’s processes when required 

Aid, advise, or lead on projects as assigned to help improve CX processes, tools, or training to improve customer outcomes

What you bring to the table:

Excellent written and verbal communication skills

Focus on minimum details. Escalation is all about that 

Passion for solving problems and deepening dive into investigations. 

Experience in creating action plans

Customer Service Experience 

Data analytics, We are all about numbers.

Experience in creating process and guidelines.

Core Competencies:

Accountable

Verbal & Written Communication

Student/Customer Orientation

Problem solving/Good Judgement

Teamwork and Collaboration

Ideally, you also have experience with some of:

Graduation in a relevant field

Google and Office Suites, Microsoft Access, Adobe Acrobat, Basecamp

Must have 2+ years of customer service experience

Experience working with educational institutions an asset

Knowledge of multiple ApplyBoard Customer Experience processes an asset

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