Customer Support Expert
Analyze and troubleshoot complex customer requests, manage the global support queue and backlog, and ensure exceptional service for valued customers.
* Deliver specialized technical solutions to escalated support cases.
* Provide proactive, personalized customer experience.
* Strengthen partnership between Customer Support Team and clients through technical excellence and accountability.
Main Responsibilities:
* Handle incoming telephone calls and open cases in Salesforce.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Troubleshoot customer-reported issues and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation.
Technical Skills:
* Use Chrome Developer Tools to analyze web applications.
* Perform API testing using tools such as Postman.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
Requirements:
* Minimum 8+ years of customer support experience.
* ERP/MIS background preferred.
* Print industry knowledge mandatory.
Education:
* Degree in Technology, Engineering, or related discipline.
* Equivalent hands-on experience in customer support and enterprise systems.
Key Performance Indicators
Fulfilling these responsibilities requires effective communication, problem-solving skills, adaptability, and attention to detail. If you possess these traits and are passionate about delivering exceptional customer experiences, this role may be a great fit for you.
We offer competitive compensation and benefits packages, including opportunities for professional growth and development.