As a L2/L3 Support in our Customer Support team, you will be responsible for resolving complex customer issues and complaints that have been escalated beyond the initial support level. You will serve as a point of contact for customers who require additional assistance and ensure that their concerns are addressed promptly and effectively.
Responsibilities:
- Act as the primary point of contact for escalated customer issues, I-Rated Customer issues and complaints.
- Investigate and analyze escalated cases to understand root causes and develop effective solutions.
- Collaborate with internal teams, including Technical Support, Sales, and Operations, to resolve customer issues promptly.
- Communicate with customers in a professional and empathetic manner to de-escalate situations and provide satisfactory resolutions.
- Maintain detailed records of escalated cases, including customer interactions, actions taken, and resolutions achieved.
- Provide feedback to management on recurring issues and suggest process improvements to prevent future escalations.
- Monitor customer satisfaction metrics and take proactive measures to address any negative feedback or trends.
- Stay updated on product features, updates, and industry trends to better assist customers and address their concerns.
Requirements:
- Bachelor's degree in Business Administration, Communications, or related field preferred.
- Proven experience in a customer support role, with a focus on handling escalations.
- Excellent communication skills, both written and verbal, with a solid ability to convey empathy and understanding.
- Strong problem-solving skills and the ability to think critically under pressure.
- Ability to remain calm and composed in high-stress situations and effectively de-escalate customer issues.
- Experience working with CRM software and ticketing systems preferred.
- Ability to