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.

• Responding to escalated customer issues from L1 Customer Support Specialists.
• Excellent communication skills, especially related to relaying information between technical and non-technical parties
• Working closely with support and Level 3 teams.
• Building a deep technical knowledge of our product capabilities for both the front and back end.
• Escalating issues when required according to defined escalation paths.
• Maintaining a high level of professionalism with internal teams and customers and working to establish a positive rapport.
• Participation in standard product management processes (grooming sessions, stand-ups, etc. ) related to the resolution of customer-facing issues
• Work continuously to document product and technical knowledge.
• Responsible for driving L2 and L3 cases to closure meeting "case to closure" and "customer satisfaction" deliverables

• Managing a team of representatives offering customer support.
• Overseeing the customer service process.
• Should be able to resolve queries over the calls or have experience in Outbound or Inbound process.
• Good to have experience in Service/Product Support.

• Own the lifecycle of users from on-boarding, setup, to the day-to-day support, including serving as front-line for issues on the ongoing engagements.
• Crafting delightful user experiences around user on-boarding and support, such as ticketing, support channels, and customer communications.
• Tracking metrics and measurements of user engagement and behavior.
• Crafting well-written user-facing communications and documentation.
• Translating user feedback and needs to well-scoped requirements, and collaborating with Engineering to deliver them.
• For the first 6-9 months, expect a lot of hands-on, detail-oriented work, often requiring your exposure to other areas like sales/account management, including occasionally plugging in on for other functions.
• In the mid-to-long-term, expect an increasing amount of specialization into a deeper role, with the possibility of eventually building and scaling a team.

• Smart & quick learners.
• Min 12th Pass
• Excellent communication skills 
• Proficient in computer operation
• Age between 18-22 years

Company : BPO

Position: voice process
Location: Kalyan Nagar HRBR layout _ Bangalore

Hindi and English Mandtaory 
Experience 6 months + 
Freshers 

Good at communication

Huge Requirements for Top MNC's!!

Walk in with Resume, walk out with offer letter,

One day interview process... two rounds of interview

Job Description :

• Freshers or Experience in any sales, Inside Sales, Banking process/customer service,BPO background from Banking process, MBA freshers, BE/Btech can also apply

• Salary: INR 1,00,000 – 3,00,000 P.A. Incentives

• Industry:BPO / Call Centre / ITES

• Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations

• Role Category:Voice

• Role:Associate/Senior Associate

• Employment Type:Permanent Job, Full Time

About The company:

NoBroker.com is world's largest C2C marketplace in online real estate. With cumulative 50 lakh customers, it has grown 10X in last one year. With three rounds of funding of $71 mn, it is well funded by key US, Indian, Japanese & Korean investors like General Atlantic, SAIF Partners, KTB ventures and BeeNext. It is headquartered in Bangalore with a team of 900+ people. 

Role and Responsibility – Sales Champion

• Identifies business opportunities by identifying prospects

• Sells products by establishing contact and developing relationships with

prospects; recommending solutions

• Outbound calling on data collected through lead generation activities /

secondary data sources

• Daily follow-ups on older leads and work on new leads

• Maintains quality service by establishing and enforcing organization

standards

• Must be energetic, well-spoken, eager to close sales deals and generate

revenue for the organization.

Role and Responsibility – Customer Relationship Manager

• Act as relationship manager for the Paid customers of NoBroker

• Build sustainable relationships and trust with customer accounts through

open and interactive communication

• Identify and assess customers needs

• Service customer in finding the right tenant / house as per the requirement

of customer

• Dial outbound and attend inbound calls of customer and leads

• Use internal tools and methods to provide best possible service to the

customer

• Negotiate with leads on behalf of customer

• Keep customer up-to date on the progress of his account

• Follow communication procedures, guidelines and policies.

 Go extra mile to provide excellent customer service.

Regards

Sravani N S.

HR-Executive

Sarjapur Road.