About This Role
This Tier-2 performance support associate role focuses on providing external client and Account Manager support, requiring excellent communication and customer service skills, along with in-depth product and process knowledge.
Responsibilities
- Solve queries raised by customers, internal and external stakeholders via various channels
- Maintain in-depth process and product knowledge
- Collaborate with other teams or departments to resolve complex queries
- Be a team player and fill in for team members if needed
- Deliver timely resolution by closing queries within the stipulated turnaround time
- Perform well on the customer satisfaction index
Requirements
- Minimum bachelor's degree or equivalent
- Voice experience in international customer service profile for SPE
- Excellent communication skills and willingness to work in voice, chat, and email channels across multiple shifts in a 24/7 environment
- Be a quick learner, able to quickly absorb complex product and procedural information, and seamlessly adapt to rapid changes in the product, process, and workflow as they occur
- Possess strong customer service skills, with the ability to make decisions based on the best interests of customers, as well as the technical escalations team
- Have an analytical and proactive mindset, able to quickly understand, analyze, and make recommendations for improvement for internal processes where appropriate
- Be able to quickly identify information required for appropriate technical troubleshooting
- Be highly responsive and productive under time pressure, able to consistently deal with high volumes and prioritize work accordingly
- Prior experience supporting SaaS product support background B2B
- Good communication skills, at a minimum B1 CEFR level for PE and B2 for SPE
- Adherence to timely completion of targets along with maintaining quality
- Contributes to business success by meeting or exceeding the Ops defined targets
- Maintains professionalism at work
- Works with team members to achieve common goals
- Customer centric attitude - willing to walk an extra mile to help resolve customer concerns
- Prior experience managing customer service segment
- Learner’s attitude and flexible to work with any channel such as phone, chat, or email
- Minimum Qualification - Graduate in any discipline
- For PE role: Freshers with good communication skills can apply
- For SPE role: Minimum 1 to 2 years of relevant experience, with an understanding of Ops metrics
- Comfortable with rotational shifts and week offs
