Roles & Responsibility

- Take end to end ownership of resolution of reported customer issues and request by probing, analysing, and working with multiple technical teams internally.
- Liaising with other functions to ensure customer issues/requests are resolved satisfactorily in a timely manner.
- Following with customers to ensure their issues and requests have been addressed to their satisfaction and keeping them updated status of open cases.
- Escalating complex customer issues to next level and ensure there a proper hand off on escalated issues.
- Delivering value added solution to clients, identifying and promoting service improvement, efficiencies, and opportunities.
- Staying current with Product knowledge and improve technical skills to be able to resolve most of the customer issues on first contact.
- Responsible for the Customer Support operations of the assigned shift, available for escalations or to assist team members in resolving customer issues.

Requirement & Experience





- Bachelors degree in Computer Science or equivalent with 5-7 years of relevant technology support experience.
- Solid verbal and written communication skills with excellent interpersonal and customer service skills.
- Excellent problem-solving abilities, attention to detail and resolution skills.
- Previous customer service experience, preferably in a fast-paced environment.
- Demonstrated ability to empathize with customers, actively listen, ability to always defuse situation than intensify one.
- Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome.
- Demonstrate professionalism, discretion, and good judgement in all interactions with customers and co-workers.
- Open to working in night shifts or any shift based on business requirement.
- Familiarity working with ITSM/CRM tools, preferably Sales Force.

Skills: Problem-solving, Crm, Customer Service

Experience: 5.00-7.00 Years

📌 Customer Support Analyst (Bengaluru)
🏢 Netradyne
📍 Bengaluru