Executive - Customer Care - IT (0-4 yrs)
About Role :
We are looking for a Customer Care Executive for a global leader in IT and Software services.
As a Customer Support Associate, you- ll be a problem solver, a coach and sometimes just a really good listener. And you- ll do all this with a smile on your face because we succeed when our customers succeed.
You will :
- Troubleshoot tier 1 and/or tier 2 support requests via phone and web-based ticketing system
- Use knowledge of web-based applications and networking to troubleshoot and resolve client issues
- Perform tests to isolate the source of issues
- Escalate issues to the Technical team when necessary
- Liaise with all related teams and departments to ensure customer satisfaction and deliver the company's promise
- Verify technical fixes from the Technical team
- Use remote desktop sharing application to assist end-users and resolve issues
- Provide efficient and timely support to customers across geographies
- Adhere to processes defined for case logging via Salesforce or other tools as mandated
- Proactively conduct account reviews of select customers on a regular basis to review service needs and usage trend