Customer Service / Technical Service Specialist

Inevolution

Customer Service / Technical Service Specialist

MakeWise

Company

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Customer Service / Technical Service Specialist

at Inevolution

Agency job

via MakeWise

1 - 3 yrs

₹3L - ₹3.6L / yr

Remote only

Skills

Communication Skills

Customer Service

Customer Support

Customer Success

Corporate Communications

Effective communication

Business Writing

Customer Relationship Management (CRM)

Strategic thinking

Zendesk

Salesforce

ServiceNow

Technical support

Technical communication

Primary Customer Facing Responsibilities:

Handle customer service and support tickets efficiently, acting as the first point of contact over phone or email.
Proactively communicate with customers regarding post-purchase support, including order installation, refunds, and payment issues.
Utilize our client ticketing system to ensure prompt and effective resolution of customer queries.

Key Responsibilities:

Case Analysis and Critical Thinking:

Develop comprehensive knowledge of client products and the ticketing system.
Conduct thorough investigations to fully understand user issues, employing effective probing techniques.

Problem Solving:

Provide accurate information and solutions for client software products or services.
Offer alternative solutions when necessary, guiding users through the resolution process.

Post-Resolution Follow-Up:

Ensure customer satisfaction by following up and updating customer status before case closure.

Client and Operational Responsibilities:

Coordinate with team leads and managers for guidance on escalated cases.
Record detailed events and problem resolutions in system logs.
Forward customer feedback and suggestions to the appropriate internal team.
Suggest improvements to processes and knowledge resources.
Participate actively in team meetings and maintain effective communication with internal teams.
Report to client leads and managers as required.

Requirements:

Experience in help desk, software product support, and customer service.
Tech-savvy with knowledge of computer operating systems, software, and hardware.
Excellent written and verbal communication skills in English.
Degree in a relevant field preferred.
Proficient with Microsoft Office, Google Sheets, and other business software.
Own a desktop/laptop with a stable internet connection.
Demonstrated proactive, learning-oriented approach, with a focus on continuous process improvement.

Additional Information:

This is a fully remote position with a 5-day work week.
Requires approximately 9 hours of work per weekday.
Compensation is competitive and billed hourly.
Opportunity for long-term growth and additional responsibilities within the organization.

Our Commitment:

We value diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgrounds to apply.

Benefits:

Work-from-home flexibility.
Career advancement opportunities and professional development support.
Supportive and collaborative team environment.

Application and Selection Process:

Initial Application:

Interested candidates should submit their resume along with a cover letter detailing their relevant experience and why they are a good fit for this role via the Cutshort Application Portal.

Written Assessment:

Selected candidates will be invited to complete a written assessment. This assessment is designed to evaluate technical and customer service skills and must be completed within 2 hours of commencement to ensure authenticity. Instructions and a deadline for the assessment will be provided upon selection.

Virtual Interview:

Candidates who successfully pass the written assessment will be invited to a virtual interview with key stakeholders. This round will focus on assessing cultural fit, communication skills, and problem-solving abilities.

Onboarding and Training:

Candidates who clear the interview stage will proceed to onboarding and training, marking the final stage of the selection process. This phase will familiarize them with company policies, tools, and the specific responsibilities of their role.

About Inevolution

Founded in 2009, InEvolution is a dynamic and evolving firm specializing in back-office, operations, and customer support services. We are a globally oriented team committed to delivering quality services with cost efficiency. Our ethos is to constantly adapt to the changing needs of the industry, effectively serving as an extension of our clients' teams.

We specialize in alleviating operational burdens from organizational leaders, allowing them to focus on growth. Our expertise spans across 24/7 client support, advanced technology utilization, proficient data management, and providing certified solutions. Our services include data hygiene, GDPR compliance, e-commerce campaign configuration, order management, reporting, sales support, and comprehensive customer support across various platforms. With our diverse experience in multiple business sectors, we offer robust solutions that cater to the unique needs of our clients.

Company Web : https://inevolution.in/

Primary Customer Facing Responsibilities:

Handle customer service and support tickets efficiently, acting as the first point of contact over phone or email.
Proactively communicate with customers regarding post-purchase support, including order installation, refunds, and payment issues.
Utilize our client ticketing system to ensure prompt and effective resolution of customer queries.

Key Responsibilities:

Case Analysis and Critical Thinking:

Develop comprehensive knowledge of client products and the ticketing system.
Conduct thorough investigations to fully understand user issues, employing effective probing techniques.

Problem Solving:

Provide accurate information and solutions for client software products or services.
Offer alternative solutions when necessary, guiding users through the resolution process.

Post-Resolution Follow-Up:

Ensure customer satisfaction by following up and updating customer status before case closure.

Client and Operational Responsibilities:

Coordinate with team leads and managers for guidance on escalated cases.
Record detailed events and problem resolutions in system logs.
Forward customer feedback and suggestions to the appropriate internal team.
Suggest improvements to processes and knowledge resources.
Participate actively in team meetings and maintain effective communication with internal teams.
Report to client leads and managers as required.

Requirements:

Experience in help desk, software product support, and customer service.
Tech-savvy with knowledge of computer operating systems, software, and hardware.
Excellent written and verbal communication skills in English.
Degree in a relevant field preferred.
Proficient with Microsoft Office, Google Sheets, and other business software.
Own a desktop/laptop with a stable internet connection.
Demonstrated proactive, learning-oriented approach, with a focus on continuous process improvement.

Additional Information:

This is a fully remote position with a 5-day work week.
Requires approximately 9 hours of work per weekday.
Compensation is competitive and billed hourly.
Opportunity for long-term growth and additional responsibilities within the organization.

Our Commitment:

We value diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgrounds to apply.

Benefits:

Work-from-home flexibility.
Career advancement opportunities and professional development support.
Supportive and collaborative team environment.

Application and Selection Process:

Initial Application:

Interested candidates should submit their resume along with a cover letter detailing their relevant experience and why they are a good fit for this role via the Cutshort Application Portal.

Written Assessment:

Selected candidates will be invited to complete a written assessment. This assessment is designed to evaluate technical and customer service skills and must be completed within 2 hours of commencement to ensure authenticity. Instructions and a deadline for the assessment will be provided upon selection.

Virtual Interview:

Candidates who successfully pass the written assessment will be invited to a virtual interview with key stakeholders. This round will focus on assessing cultural fit, communication skills, and problem-solving abilities.

Onboarding and Training:

Candidates who clear the interview stage will proceed to onboarding and training, marking the final stage of the selection process. This phase will familiarize them with company policies, tools, and the specific responsibilities of their role.

About Inevolution

Company Web : https://inevolution.in/

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Read about what our users have to say about finding their next opportunity on Cutshort.

Shubham Vishwakarma

Full Stack Developer - Averlon

I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.

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We are looking for a React Native developer interested in building performant mobile apps on both the iOS and Android platforms.

You will be responsible for architecting and building these applications, as well as coordinating with the teams responsible for other layers of the product infrastructure.

Building a product is a highly collaborative effort, and as such, a strong team player with a commitment to perfection is required.

Key Skills

Familiarity of working with TDD/BDD in JS.

Excellent knowledge of HTML5, CSS3, JavaScript.

Excellent knowledge on android and ios UI design principles, patterns and best practices.

Familiarity with native build tools, like XCode, Gradle (Android Studio, IntelliJ)

Excellent knowledge on background services.

Experience with offline storage, threading and performance tuning.

Experience in working with remote data via REST and JSON.

Familiarity with cloud message API and push notifications.

Job Responsibilities

Design, build, test and maintain scalable and stable off the shelf application or custom-built technology solutions to meet business needs

Write testable code that enables extremely high levels of code coverage

Excellent knowledge on mobile app development cycle, design principles.

Must have the understanding and working knowledge of handle different screen sizes.

Must have worked on deploying app for different platforms(ios and android).

Good knowledge on working with third-party dependencies and debugging dependency conflicts.

Web Developer

at Manoj

Posted by Manoj Mekala

Hyderabad

3 - 7 yrs

₹1L - ₹12L / yr

MS SQLServer

ASP.NET

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