Primary Customer Facing Responsibilities:
- Handle technical service and support tickets efficiently, acting as the first point of contact over chat and email support primarily.
- Empower customers to become proficient users through education and support.
- Document customer interactions in the ticket tracking system.
- Proactively follow up to ensure all issues are resolved to the customer's satisfaction.
Key Responsibilities:
Case Analysis and Critical Thinking:
- Develop comprehensive knowledge of client products, the ticketing and chat systems and as well other tools and systems required for the successful troubleshooting and resolution of customer’s technical issues
- 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.
- Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.
Post-Resolution Follow-Up:
- Ensure customer satisfaction by following up and updating customer status before case closure.
Client and Operational Responsibilities:
- Coordinate with team leaders and managers for guidance on escalated cases.
- Follow team-internal and external processes and procedures.
- 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.
- Participate actively in up-skilling and training sessions
Requirements:
- Experience with any kind of support ticketing system
- Tech-savvy with knowledge of computer operating systems, software and hardware, networking.
- Preferred experience with any scripting language or basic understanding of API.
- Excellent written and verbal communication skills in English.
- Ability to work with automated translators and utilize AI driven writing tools (Deepl) is preferable
- Degree in a relevant field preferred.
- Proficient with Microsoft Office, Google Sheets, and other business software.
- Demonstrated proactive, learning-oriented approach, with a focus on continuous process improvement.
Shubham Vishwakarma
Full Stack Developer - Averlon
About InEvolution
About
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.
Candid answers by the company
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.
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