Job Description:
The primary duties of the Client Services Representative involve delivering exceptional end-user support, particularly to high-revenue clients, while employing a technical skill set that encompasses advanced troubleshooting. This position requires the ability to manage multiple priorities across various escalation channels, including incoming customer calls and emails, within a rapid-paced virtual call center setting.
- Responds to customer product inquiries via inbound calls or in written internet-based email.
- Respond quickly to requests for assistance in specialty areas via all standard channels.
- Assistance may include in-depth troubleshooting, creation of custom solutions, documenting software defects, and providing instruction to the customer.
- Work performed must be fully documented in the CRM tool.
- Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
- Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.
- Documents customer information and recurring technical issues to support product quality programs and product development.
- Appropriately manage and handle support cases. This includes phone etiquette, proper documentation, fully managed case SLAs and alignment with team performance expectations.
- Work directly on issues at direct supervisor’s direction which are suited for the skillset or to provide elasticity to coworkers when needed.
- May address significant escalations at the direction of a lead or supervisor.
- This position may require knowledge of applicable data privacy practices and laws.
- All employees of NextGen are required to complete annual HIPPA and compliance training.
- All employees of NextGen are required to read and accept code of conduct upon hire and annually thereafter.
- This role may have access to sensitive data to include PII and ePHI.
Qualifications:
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📌 Product Support Consultant III (India)
🏢 NextGen
📍 India