Flexible to work in 24/7 shifts as per business requirement including occasional Over Time, this will also include working in night & rotational shifts and weekend working during quarter ends
work from office

The Support Desk (SD) New Associate responds to common, non-complex, in-house requests (Tier 1), and operates in the functional aspect of Order & fulfillment enquiries. The SD Associate answers questions regarding the support tools and processes, researches and resolves non-complex problems/issues and escalates complex problems/issues. The SD Associate provides Business to business support for a Global Software Client and uses prescribed tools and processes for issue resolution.

Key Responsibilities:

Handle ticket inquiries from employees regarding semi-technical functional problems.
Document and update customer contacts in the Customer Service System.
Complete any follow-up work related to customer issue resolution.
Answer general questions, provide education, and offer service to customers in a qualified and courteous manner.
Investigate and troubleshoot customer-reported issues.
Document case details, actions taken, and resolutions.
Adhere to current understanding of policies and procedures, new products, services and processes of the client and the call center.
Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences.
Meet productivity and quality performance expectations as established.
Conduct self evaluations using quality-coaching tools to assess personal skill development and review results with Supervisors.
Knowledge about B2B buying, E-commerce




The Digital Conversion and Commerce Support specialist is a motivated and result driven individual with a strong "can-do" attitude, that assists customers and partners by removing any obstacle from the digital purchase process in a one-touch resolution process: inquiries from users across the different portals can be of a technical nature (access, check-out, order, fulfilment) or basic guidance-to-purchase nature (questions on product feature, compatibility etc.).
The Digital Conversion and Commerce Support specialist will engage with a number of different external teams to ensure the issue resolution.
Cross functional co-ordination to resolve business/customer issues, Vendor co-ordination

Work Experience:

Minimum 1 year Customer Service experience or process execution, business with focus on support and operations. (Optional E-commerce background)

Knowledge and Skill Requirements:

Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticketing tool, Microsoft Office Suite, Customer Service System, Internet Explorer, and other browser-based applications.
Experience related to Helpdesk query management & ticket management
Good technical aptitude with an ability to learn quickly
Excellent communication, consultative and customer relationship skills.
Proficiency in English is required, any additional language is a plus.
Good knowledge of the E-Commerce world is a strong plus.
Order Management support Business to Individual, account, order, payment, check out issues.
Robust oral and written communication skills.
Strong interpersonal skills.
Strong conflict management skills.

📌 Customer Services - Customer Service Representative (Bengaluru)
🏢 TRIGENT SOFTWARE PRIVATE
📍 Bengaluru