Job Summary :

- As a L2/L3 Support in our Customer Support team, you will be responsible for resolving complex customer issues and complaints that have been escalated beyond the initial support level. You will serve as a point of contact for customers who require additional assistance and ensure that their concerns are addressed promptly and effectively.

Responsibilities :

- Act as the primary point of contact for escalated customer issues, I-Rated Customer issues and complaints.

- Investigate and analyze escalated cases to understand root causes and develop effective solutions.

- Collaborate with internal teams, including Technical Support, Sales, and Operations, to resolve customer issues promptly.

- Communicate with customers in a professional and empathetic manner to de-escalate situations and provide satisfactory resolutions.

- Maintain detailed records of escalated cases, including customer interactions, actions taken, and resolutions achieved.

- Provide feedback to management on recurring issues and suggest process improvements to prevent future escalations.

- Monitor customer satisfaction metrics and take proactive measures to address any negative feedback or trends.

- Stay updated on product features, updates, and industry trends to better assist customers and address their concerns.

Requirements :

- Bachelor's degree in Business Administration, Communications, or related field preferred.

- Proven experience in a customer support role, with a focus on handling escalations.

- Excellent communication skills, both written and verbal, with a strong ability to convey empathy and understanding.

- Strong problem-solving skills and the ability to think critically under pressure.

- Experience working with CRM software and ticketing systems preferred.

- Ability to work collaboratively with cross-functional teams to achieve common goals.

- Flexibility to work shifts, including evenings, weekends, and holidays, as needed.