Customer Support Specialist

Jobs Opening

Customer Support Specialist

Customer Support Specialist

Customer Support Specialist

Job Location:
Ticel Biopark , Taramani – Chennai

Mode of Work :

Job Experience:
1+ YEARS EXPERIENCE IN US voice process

Shift Timings:
IST 5:30PM to 2:30AM (US Shift)


Requirements :

Key responsibilities :

  • Manage general inbound customer service calls, emails, participant and non-participant tickets, and employee cases filed through a CRM tracking tool (FCN.)
  • Respond to or initiate email communication with assigned client administrators and client employees regarding system questions and open ticket status and resolution
  • Perform research on reported questions and concerns, including researching transactions, troubleshooting technical errors, and other relevant analysis
  • Partner with internal stakeholders to resolve tickets and inquiries
  • De-escalate situations in partnership with the assigned Customer Success Manager involving dissatisfied customers, offering efficient assistance and support

Candidate Requirements :

  • Log and document all tickets, call information and dispositions in CRM tracking tool
  • Meet SLAs and service expectations
  • Research participants’ relative profiles or order details
  • Participate in creating and updating process and procedure documentation
  • Prepare monthly SLA and client-specific reporting as needed

Technical Competencies:

  • Microsoft Office including Outlook and Excel required
  • Strong reporting and Excel data manipulation skills
Customer Support Specialist
Job Category: Company Jobs
Job Type: Full Time
Job Location: Ticel Biopark
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