Customer Support Executive (Chat Support)

Mandatory Skills:

• Customer centric attitude with an ability to understand and communicate complex technical problems and solutions
• Excellent verbal and written communication skills
• 2-4 years’ experience in product support role dealing with enterprises customers
• Understanding of software testing concepts and tools
• Experience in test automation tools and frameworks Customer support, Troubleshooting
• Support experience of 1+ year with US region clients
• Understanding of Relational Databases, Windows/Active Directory based environments, basic scripting knowledge

 

Responsibilities:

Your direct responsibilities will include:

• Understand customer’s situation and provide technical assistance, which may go beyond Qualitia platform.
• Represent customers while discussing problems internally with the escalation team and product teams.
• Proactively reach out to customer to follow-up on the issues.
• Clearly document the issues and resolutions in the helpdesk system as per defined process.
• Demonstrate good problem solving and analytical skills.
• Reproduce customer issues in the lab to verify problems and provide feedback to the customer.
• Provides timely status updates to customers and management
• Ensure issues SLAs are met

 

Skill:
> Team Management & Delegation
> Customer Management
> SAP SuccessFactors Knowledge (EC or ECP preferable)
> Identify new opportunities in the designated accounts

Job Description:
> You will be assigned 4-5 large SAP SF customers who have already implemented SF.
> Managing Support Consultants to handle customer requests/tickets analyse recurring problems to decrease volume of tickets
> Propose new and out of the box solutions within SAP SF to customers and manage any escalation.
> Identify new opportunities at the customers based on existing pain-points & proposing effective solutions available within SAP SF.

This role demands a mix of team delegation, customer first approach, out of the box solution thinking and business acumen to upsell additional SF modules.

About Rolling Arrays Consulting:
Rolling Arrays provides HR Software and HR System Implementation Services (SAP SuccessFactors, Qualtrics, Reimburse, CICO, eFile, eAuthoring) to Clients in Singapore, Malaysia, Australia, UAE, Hong Kong. Rolling Arrays (RA) was featured as Singapore’s Top 75 fastest growing companies by the leading newspaper of Singapore - The Straits Times in 2021 where RA was ranked 48.
Rolling Arrays has 2 lines of businesses:

HR System Implementation Services:
Rolling Arrays is regarded as number ONE mid-size firm in the South East Asian Market with a strong track record of 12 Years and more than 200 enterprise level HR Technology Implementation projects till date.

HR Software Products in Rolling Arrays’ portfolio (partner’s products and own products):
• SAP SuccessFactors (World’s leading End to End Cloud HR Software solution)
• Qualtrics (World’s leading Experience Management Software)
• Reimburse (AI Enabled Travel & Expense Management Software for Enterprises)
• CICO (Intelligent Time Capture Machine, a software alternative to Physical Biometric Devices)
• eFile (Digitize and contextualize all employee documents in one place)
• eAuthoring (Author and publish your own learning content to capture tacit knowledge in the organization)

 

Abmiro Solutions is currently seeking a friendly and highly skilled Customer Success Executive to provide enterprise-level support to our vast international customer base. He/She must be able to provide support via phone, web, email, chat, and other channels as needed.

Excellence in customer service skills is a must. We are looking for a self-motivated person who is willing to take ownership of customer issues, complaints and queries reported and see those problems through to resolution.

 

If you love to explore CRM platforms and wish to have regular interaction and dialog with our customers across the globe, we are looking for you!

 

We are having our best year yet here in 2020 and looking for talented people who want to make a real difference.

Position: Customer Success Executive

Education: Graduate

Experience: 0 to 3 Years

Work timing: UK shift - 3:30 pm IST to 1:30 am IST

Responsibilities and Duties:

1. Manage inbound calls, chats, ticketing system and emails.
2. Taking ownership of tickets, acknowledging them for confirmation to the customer.
3. Guide Customers with technical or non-technical problems
4. Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
5. Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers
6. Good written communication skills to ensure proper recording of all customer interactions and closure of all presented issues
7. Commitment to documenting knowledge in the form of knowledge base tech notes and articles
8. Act as a liaison between the delivery team, customers and vendors.
9. Proactively work on building process improvements to enhance customer experience.

 

Technical Knowledge and Skills:

1. BE degree in Information Technology, Computer Science, BCA, BCS or similar
2. Work experience in technical support, IT support, or as a technical engineer is a plus
3. Aptitude for problem-solving
4. Excellent client-facing/customer service skills
5. Excellent written and verbal communication skills
6. Ability to focus and follow-through to the resolution of issues
7. Ability to diffuse tension and work the issue at hand

1. Basic knowledge of MySQL, Shell Scripts, etc is a plus

 

What We Provide -

• Be part of a dynamic young and friendly team that strives for top quality and fantastic work culture
• Hell lot of stuff to innovate and learn at the same time
• Opportunities and guidance to learn new technologies, share knowledge and grow within the company and sector. 

Location: Pune (Remote until lockdown)

PS: We're a small team, and your impact is going to be huge! 

• Proven experience in a customer support role 
• Track record of over-achieving performance
• Strong listening, written and verbal communication skills
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Must be fluent in English & Hindi
• Ability to work in shifts

• If you have worked in a fin-tech company
• If you have worked in a B2C tech startup

Responsibilities

• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Management and resolve customer complaints
• Sell products and place customer orders in the computer system
• Identify and escalate issues to supervisors
• Manage calls and respond to customer’s email
• Provide product and services information to customers
• Approach expected customers and give a presentation on current projects and services
• Research required information using available resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary

Qualifications and skills:

• Proficient in relevant computer applications
• 2-3 years of experience in a call center environment
• Knowledge of customer service practices and principles
• Superior listening, verbal, and written communication skills (Fluency in English, preferred American accent)
• Ability to handle the stressful situation appropriately

Executive/Senior Executive (Client Service)
Educational Qualification: Graduate/Post-Graduate in any discipline
Experience: 0 - 3 Years
Location: Bangalore
Shift: Day / Night

Key Responsibilities:

• Work as a part of the clients' virtual business team or individually.
• Act as the SPOC (Single Point of Contact) with clients through email, phone or chat.
• Analyze, Plan, Organize and Work/Delegate the tasks to meet deadline and quality requirements.
• Work as a part of the both internal and external clients' extended team.
• Analyze, Plan, Organize and complete the tasks to meet deadline and quality requirements.
• Conduct online research for tasks to acquire results and present them in a manner that meets the expectations of internal/external clients.

 

Candidate profile:

• Graduate/Post-Graduate in any discipline
• Excellent communication skills
• Strong customer service attitude
• Desire to learn new things every day
• Good with comprehension and analytical skills
• Good at using search and internet tools like Google, Wikipedia, Yahoo etc.
• Good in handling Office productivity tools such as Microsoft Office
• Willing to relocate to Bangalore
• The job location is Marathahalli and hence candidates staying near by office location or those who are willing to re-locate nearby to office location are encouraged to apply (One way cab provided within permissible limits).

• Candidates with gap of more than 2 years in their education or professional experience will not be considered for the position.
• Candidates should have all relevant education & experience related documents.

As an Apple At Home Advisor, you’ll be supporting many of our popular products, from iPhones to iPads to MacBooks to desktop Macs. As our customers’ first point of contact, you’ll be the friendly voice of Apple, providing award-winning customer service, troubleshooting, and support. We’ll rely on you to listen to our customers and use your technical expertise, creativity, and passion to meet their needs — and remind them that behind our great products are amazing people. This position comes with competitive pay, great benefits, participation in our company stock plan, time off, an employee discount, and dedicated resources to support your ongoing growth and development.