Responsibilities
- Collaborate with customers and sales teams to identify requirements and deliver proactive resolutions that improve service experience.
- Take complete responsibility for technical support cases, ensuring timely fixes and building strong client relationships.
- Investigate, analyze, and resolve reported technical problems efficiently to achieve high first-contact resolution rates.
- Engage with users to rapidly identify root causes, reducing time to resolution and enhancing service delivery.
- Deliver reliable support across phone, email, and chat channels, guiding users to resolution with clear, step-by-step assistance.
- Respond to inquiries promptly and accurately, using professional, empathetic communication to increase customer satisfaction.
- Leverage internal and external technical resources to deliver correct solutions quickly and reduce repeated cases.
- Follow defined protocols to escalate unresolved cases to appropriate leads or teams, ensuring seamless workflow continuity.
- Maintain open communication with users, peers, and supervisors to resolve issues swiftly and meet performance benchmarks.
- Manage multiple active cases effectively, adhering to SLAs and internal deadlines.
- Record all technical incidents accurately to support tracking, analysis, and future prevention efforts.
- Support knowledge base development by documenting common issues and resolutions to reduce repeat tickets and enable self-service.
- Engage in special projects and additional duties that support service quality and operational improvements.
- Perform other role-related tasks as assigned in alignment with evolving business priorities.
Work Arrangement
On-site — Chennai
Other
- This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.
- Reporting Manager and Work Arrangement requirements may be modified and redesigned based on business needs to ensure operational flexibility and organizational effectiveness.
