Mission Of Customer Support Specialist To efficiently solve customer technical queries across multiple channels telephone chat WhatsApp and email while ensuring no backlog The role also involves generating additional sales from inbound leads using Zoho CRM and taking ownership of customer issues to drive timely resolution and enhance service quality Cultural Fit Discipline First Respect s organizations counterpart s time and commitments Aptitude Thinking Uses analytical thinking to solve complex issues effectively Probing Skills Ask the right questions to uncover root causes and provide solutions Proactive and Responsible Takes initiative to improve processes and outcomes Empathetic and Patient Handles customer interactions with care and professionalism Collaborative Works seamlessly with technicians and other departments Commitment to Excellence Strives for continuous personal and team improvement Key Responsibilities Lead Management Capture and manage inbound leads within 24 hours in Zoho CRM ensuring timely follow-ups Language Proficiency English Mand Kannada Mand Hindi Opt Sales Engagement Make sales calls to each and every inbound leads in the personal bin promote products and close deals Technical Product Support Provide in-depth product feature support to customers by sending proper video and image references Ticket Management Create manage and own tickets until resolution using Zoho Desk Installation Coordination Facilitate product installations by working closely with technicians Service Support Deliver exceptional sales and technical support across channels Continuous Improvement Identify opportunities for service enhancement take the initiative to improve processes and give feedback to higherup Performance Metrics Ticket Resolution Time Ensure timely closure of tickets reflecting accountability Customer Satisfaction CSAT Maintain high satisfaction levels of 80 through effective service First Response Time Provide quick initial responses to customer queries within 60 minutes on all working days Sales Conversion Rate Convert inbound leads into customers efficiently Lead Response Time Engage leads promptly in Zoho CRM to prevent missed opportunities Backlog Management Keep backlog to a minimum by owning issue resolution end-to-end Installation Success Rate Coordinate and track installations to completion with 100 accuracy Competencies Zoho CRM and Zoho Desk Proficiency Skilled in managing tickets and customer data Sales Ability Capable of upselling and cross-selling products effectively Communication Skills Transparent concise communication across multiple platforms Problem-Solving Independently resolves technical issues with minimal supervision Customer-Centric Mindset Puts the customer first and ensures satisfaction Multi-Tasking Manages multiple queries and tasks efficiently Accountability Takes full ownership of tasks and customer issues until resolved Job Type Full-time Pay 20 000 00 - 30 000 00 per month Benefits Cell phone reimbursement Work from home Language Kannada Required Location JP Nagar Bengaluru Karnataka Required Work Location In person Speak with the employer 91 (phone hidden)

📌 Customer Support Specialist (Karnataka)
🏢 Ridaex Information Systems And Services OPC Private
📍 Karnataka