Education – Bachelors
Experience – Fresh to 1 year
Key Responsibilities
Primarily responsible for efficient and effective analysis and resolution of customer issues related to software products
Facilitate Client Service Representatives (CSRs) in promptly addressing customer inquiries and problems
Communicate with customers to provide desired information and status on customer inquiries
Generate and provide application data or reports to customers and other stakeholders
Use ticketing system and other software to maintain data related to Level 2 tickets and customer inquiries
Log, identify, analyse, and resolve customer issues related to software products
Review front end, back end and other application interfaces and logs to troubleshoot and fix problems
Coordinate and follow up on customer inquires with relevant stakeholders to timely close open tickets
Continuously learn and update product knowledge to provide excellent customer experience
Identify common issues and provide feedback for improvement to supervisor(s) and relevant stakeholders
Maintain knowledge base and FAQs about products and problems for prompt and effective services and problem resolution in future
May be assigned to work on day or night shift to ensure 24/7 operations
Competencies
Strong customer orientation
Good database concepts and SQL skills
Ability to analyse, troubleshoot and solve problems
Good written and oral communication skills
Excellent interpersonal and team skills
Motivation and ambition to excel
Drive to learn and grow
Self-driven, time conscious and fast executor
Willing to work at night
