Role

Working in a fast-paced environment, the Customer Account Rep I & II will be responsible for providing Administrative Support / assistance for various technologies in Ruckus products to our Enterprise customers. The CSR will work with employees, customers, VARs & Distributors to ensure the quality and reliability of the Ruckus product.

Qualifications

- Minimum Diploma or Graduation

- 3+ years of experience in customer service

- Familiarity with CRM systems and practices

- Customer orientation and ability to adapt/respond to different types of customers around the globe

- Strong customer handling skills and active listening

- Ability to communicate clearly and professionally, both verbally and in writing.

Soft Skills

- Willingness to work in a fast paced and challenging work environment.

- Ability to multi-task, prioritize, and manage time effectively.

- Able to prioritize workload efficiently ensuring that all customer queries are resolved to closure and the customers satisfaction.

- Willing to go the ‘extra mile’ and to view customer excellence as a personal objective.

- Excellent oral and written communication skills.

- Ability to find a solution for or to deal proactively with work-related issues.

- Willingness to work a flexible schedule and occasional overtime when needed.





- Possess a strong work ethic and a team player.

Responsibilities

- Answer incoming calls, Chats and cases via Support portal

- Create / Triage cases and route it to the appropriate team

- Resolving all Account, Contact & License related quires

- Review and resolve customer issues related to account administration, contract entitlements, product registration, web-based support access, etc. by adhering to Ruckus Policy and Procedures

- Liaise between IT and Customer on complicated Licensing issues

- Liaise between Logistics and Customer on RMA cases

- Generate transparent and concise documentation in the form of case notes.

- Discuss with Leads on cases that require assistance from other cross functional teams or other complicated issues.

- Educate customers regarding self-help / Articles availability on Support portal.

- To ensure adherence of all case management rules which will help in the right and a quicker resolution and hence maintain a manageable backlog

- KRAs include:

- Ease of doing business / CSAT

- Time to Close / Time to Resolve

- % Cases closed with the same day

- Active Backlog / Aged Backlog

- FCR (First Contact Resolution)

- Productivity

- KB Contribution

📌 Customer Accounts Representative (Bengaluru)
🏢 Commscope
📍 Bengaluru