Customer Support Executive

Technical Shift Lead, Customer Support

As a Customer Support Technical Shift Lead, you'll be at the forefront of managing day-to-day operations for our Customer Support team. This role requires a proactive leader with stellar communication skills and a genuine commitment to delivering outstanding customer service. The ideal candidate will possess a track record of efficiently handling internal alerts and client tickets while fostering a positive team culture.

Responsibilities:

Team Leadership:

• Lead and motivate a team of Technical Support Engineers to achieve performance targets.
• Provide guidance and coaching for continuous improvement.
• Foster a collaborative and positive team culture.

Ticket Resolution:

• Oversee the resolution of internal alerts and client tickets promptly.
• Ensure effective handling of customer inquiries and issues by support representatives.
• Monitor ticket queues to maintain optimal response and resolution times.

Quality Assurance:

• Implement and uphold quality assurance standards for ticket resolution.
• Conduct regular audits to assess the quality of customer interactions.
• Provide feedback and coaching to enhance team performance.

Communication:

• Collaborate with other departments to address escalated issues and coordinate solutions.
• Communicate updates and changes in processes to the customer support team.
• Act as a point of contact for internal stakeholders and clients.

Reporting and Analysis:

• Generate regular reports on ticket resolution metrics, team performance, and customer feedback.
• Analyze data to identify trends and areas for improvement.
• Make data-driven recommendations for process enhancements.

Training and Development:

• Conduct training sessions for new hires and ongoing professional development.
• Keep the team updated on product/service knowledge and industry best practices.

Customer Satisfaction:

• Monitor customer satisfaction scores and implement strategies for improvement.
• Address and resolve escalated customer issues to ensure high levels of satisfaction.

Qualifications:

• Eight years of proven Customer Support experience, including at least two years in a leadership position.
• Strong problem-solving skills in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Familiarity with customer support ticketing systems and Jira-related tools.
• Ability to analyze data and generate meaningful reports.
• Proactive and positive attitude committed to delivering exceptional customer service.
• Flexibility to work in shifts, including weekends.

Education:

• Bachelor's degree in Computer Science or equivalent work experience.

Mandatory Qualifications:

• Python, SQL database troubleshooting and debugging, network troubleshooting skills.
• Hands on experience of databases (SQL, PostgreSQL) and proficiency in writing advanced queries.
• Advanced scripting skills (Python, Postman)
• Exposure to Linux, Windows, etc.
• Good to know about Cloud Services (AWS S3, Azure Blob, OneDrive, SharePoint).
• Familiarity with collaboration tools (Jira, Confluence) 

If you are a dynamic leader with a passion for customer service excellence and possess the mentioned qualifications, we invite you to apply for this exciting opportunity to lead our Customer Support team. Join us in creating a positive and efficient support environment for both our internal teams and valued clients.

Job Role - Customer Success Manager - Growth

Location - Pune

Responsibilities:

• Ensure customer satisfaction by advising customers on configurations that may favourably impact performance.
• Advise product development of recurring issues.
• Provide post-sale technical support services to customers, including troubleshooting, problem resolution and training to customers.
• Handling Customer Plan renewal, Plans to pitch etc.
• Handling customer re-escalation, and smooth transitions between customers and organisation.

Requirements:

• Minimum 2 years experience as a Customer Success Manager, with a proven track record of handling customers, solving issues and executing projects.
• Good communication Skills.
• Ability to Analyse Data- Have an eye for surveys and customer research. 
• Need to be organised, to be able to organise thoughts and implement actions.
• Proactive Problem Solver
• Cheerful, Optimistic go-getter.
• Self-starter and a good team player.
• Eager to learn and execute the new processes for us.
• Communication should be excellent
• Ready to work in the US shift zone

About CrelioHealth:
CrelioHealth (formerly LiveHealth) is an IT product company in the Health care domain. We are an almost decade-old IT product organisation.
We are a flourishing, Open & Flexi culture organisation with a young team.
We are a group of young enthusiasts passionate about building the best line of products in healthcare diagnostics. Our product is LIMS & CRM used for Pathology Labs & Hospitals.

Our Product -

1. CrelioHealth LIMS - Web-based LIMS (Laboratory Information Management System) and RIS (Radiology Information System) solution for automating your processes & managing the business better
2. CrelioHealth CRM- Patient booking and engagement tool to take patient experience to the next level.
3. CrelioHealth Inventory - Online platform to manage your lab inventory, stock, and purchases

Org link - https://creliohealth.in/">https://creliohealth.in/

We are voted as #14 rank in G2’s List of Best Software Sellers for 2021.CrelioHealth (formerly LiveHealth) is a cloud-based LIS and RIS solution that enables Laboratory staff, doctors, and patients to access and manage medical information using the same platform easily.

Find out more at https://creliohealth.com/">https://creliohealth.com/ or get updates on https://blog.creliohealth.in/">https://blog.creliohealth.in CrelioHealth for Diagnostics

https://blog.livehealth.in/">Blog - CrelioHealth for Diagnostics

What you need to have:

What you must have:

Responsibility

• Manage largeamounts of incoming phone calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.

Requirements

• Must be Graduated or Post-Graduated.
• Should have at least 1 year of proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.

• Employee need to attend the calls and help the existing customer with there queries .
• There are no Targets 
• No sales
• Inbound Process.

Facility :

1. Pick and drop
2. Rotational Shifts
3. Rotational offs
4. Bank Holidays offs

• Manage incoming & outbound calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Proven customer support experience or experience as a client service representative
• Ability to multi-task, prioritize, and manage time effectively
• Strong phone contact handling skills and active listening

 Skills:-

• Should have Good Communication skill.
• Should have good knowledge of Excel.
• Should have good writing skills.