Taent Acquisition Partner at Knowcross Solutions
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Knowcross - Associate - Customer Care (0-4 yrs)
International Customer Care
Knowcross is a global leader in providing software and technology intelligence to the hospitality operations industry. Our platform offers hotels a suite of software applications that boost efficiency and enhance guest service, directly impacting the bottom-line.
These applications are fully customizable, multilingual, cloud-based and are offered as both stand-alone and bundled packages. The platform is also interfaced to a number of leading PMS systems, in-room control systems, messaging gateways and fire alarm system
Our product suite includes six software applications - KNOW Service, KNOW Housekeeping, KNOW Glitch, KNOW Mobile, KNOW Inspection and KNOW Maintenance.
Here is a brief Job Decription :
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 at Knowcross 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 Knowcross 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 trends
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