Edifecs Ticketing Support Specialist triage incoming cases and help customers troubleshoot technical problems they face in using our solutions.
We are looking for a Support Specialist to assist our customers/ clients with technical problems when using our products and services. Support Specialist responsibilities include resolving customer/ clients queries, recommending solutions and guiding product users through features and functionalities.
To be successful in this role, you should be an excellent communicator whos able to earn our clients trust. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
What you will do:
Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer/ clients needs and helping them using specific features
Update our internal databases with information about technical issues and useful discussions with customers/ clients.
Provide technical support to enterprise clients related to technical and operational aspects of the products/ Services, including troubleshooting, CRM system updates, support case acknowledgements, provisioning activities, etc
Collaborate with other Support team members.
Maintain an up-to-date knowledge of company products and services
Deliver a consistent, responsive and satisfying Customer Experience on each contact
Follow standard operational procedures for case management
Contribute to the administration of our infrastructural systems
Some administrative work in support of the Support team
Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
Meet all quality and productivity performance goals
Flexible to work in rotational shifts
What you will bring:
Associates should be graduate in any discipline, preferably a degree in a technology related program or equivalent experience in a technical support role.
Customer handling skill is desired.
Initiative is a must; must be hungry to learn new technologies and advance
Strong Knowledge in one or more of the following is a plus: Jscript & Java
Experience with various application monitoring tools will be desired for experience professionals.
Knowledge of ITIL processes will be desired.
Basics of SDLC and application Testing.
Familiarity with EDI and EDI systems or knowledge of HIPAA a plus
Ability to identify and clarify problems, set goals and able to resolve issues
Ability to work effectively on multiple tasks
Excellent verbal & written communications skills are a must
Excellent organizational skills; must be detail oriented
Excellent customer service and interpersonal skills
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