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 setting.
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 versatile 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