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Customer Support Representative/Application Support Analyst - 2592
25 days ago
Full time role
Remote 路 Bengaluru, KA, IN
PERMANENT WORK FROM HOME OPPORTUNITY !!!
WORK TIMINGS: HYBRID SHIFT (3.30PM TO 12.30AM IST
CUSTOMER SUPPORT REPRESENTATIVE/APPLICATION SUPPORT ANALYST (front lines)
WORK TIMINGS: HYBRID SHIFT (3.30PM TO 12.30AM IST
CUSTOMER SUPPORT REPRESENTATIVE/APPLICATION SUPPORT ANALYST (front lines)
ESSENTIAL FUNCTIONS/RESPONSIBILITIES
- Provide front-line support for our software applications via email or web form within organization-level agreements. (Optionally phone, and virtual screen share.)
- Document all relevant information related to customer requests in an organized fashion.
- Regular and predictable attendance for the designated shift may include rotating holiday support.
- Educate customers to help them gain value from our suite of products.
- Build rapport with our customers and drive high customer satisfaction.
- Follow department and Enverus processes and procedures.
- Accountable for overall individual/team productivity and performance through personal contributions (achieving set KPIs).
- Collaborate with team members and proactively participate in team discussions.
- Investigate data and product-related issues, escalate product bugs or data issues to the second line level, thoroughly document pertinent information which enables resolution, and anticipate follow-up questions and next steps.
- Deliver client feedback to appropriate teams, including all contexts, to adequately highlight value-add to the product.
- Provide updates to customers on outstanding issues that have yet to be resolved.
ROLE COMPETENCIES AND SKILLS
- Enjoy working with people鈥攌ind and patient demeanour. Comfortable talking to the older demographic
- Strong organization and analytical and interpersonal skills include listening, asking questions, demonstrating empathy, and caring.
- Self-disciplined, resourceful, proactive, and productive.
- Comfortable working in a fast-paced, changing environment
- Excellent written and verbal communication in English.
- Leverages Customer Service expertise to effectively resolve client inquiries.
- Proven ability to work under pressure to take action and achieve results.
- Ability to think outside the box to anticipate follow-up questions and concerns before addressing them proactively.
- Handles quick context changes and can multitask.
- Understand balance between quality and quantity.
- Proficiency in resolving both internal and external conflicts professionally.
- Thrives in team environments and contributes to group discussions.
- Demonstrates resilience through a positive approach to change and challenges.
- High level of self-awareness, problem-solving skills and self-regulation.
DAY-TO-DAY ACTIVITIES
- Pull cases from the BSP queue flagged as Tier 1, and they are handled promptly.
- Manage open cases from the personal queue and ensure the proper follow-up protocols are met.
- Review and update escalated issues by using Salesforce and Jira platforms.
- Collaborate with team members via chat rooms, emails, and phone calls. Ensure that all the communication shared is understood and followed.
- Help customers with general data or product questions
- Respond to email and web form inquiries within the established parameters.
- Assist other team members with their queue is follow-ups need to be completed.
- Handle emails to troubleshoot customers' issues via our available platforms (Salesforce, Five9).
- Ad hoc tasks.
COMPETITIVE PROFILE
- 3+ years experience in application support roles or similar client-facing roles.
- Bachelor's Degree (Information Technology background preferred)
- Strong, advanced understanding of Microsoft Applications, especially Excel
- Industry experience or an industry degree is a plus.
- Understanding how CRM systems work will be an advantage E.g., Salesforce
- Previous exposure to Jira, Microsoft Teams, and Confluence will be a plus.
PHYSICAL DEMANDS
- Ability to sit for long periods, work on a computer with repetitive motions and utilize devices typically found in an office environment.
- Travel requirements: 0% or as required for company needs.
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