Position:
Customer Support Specialist

Job Location:
Ticel Biopark , Taramani – Chennai

Mode of Work :
WFO – WORK FROM OFFICE

Job Experience:
1+ YEARS EXPERIENCE IN US voice process

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

NOTE:
LOOKING FOR MALE APPLICANTS.

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