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Premium Employer

Diligent

Compare

3.1

based on 41 Reviews

36 Diligent Jobs

Customer Success Specialist

Galvanize, now Diligent

3.1

based on 41 Reviews

1-4 years

Bangalore / Bengaluru

1 vacancy

Customer Success Specialist

Diligent

posted 14hr ago

Job Role Insights

Flexible timing

Key skills for the job

ESIC Customer Service Customer Handling Customer Support Recruitment CRM

+ 2 more

Job Description

Position Overview:

Due to phenomenal growth, we are seeking a Customer Support Specialist to handle Tier I support and client relationships by answering Telephone Support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users. This position is for our APAC Shift 2:00am 10.30am.

The primary attribute we are looking for is excellent customer service with superb communication skills who has a passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe.

Key Responsibilities

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Gather customer s information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve technical and software issues involving internet connectivity, login problems and more
Research required information using available resources
Follow standard processes and procedures
Identify and escalate priority issues per Client specifications
Redirect problems to appropriate resource
Accurately process and record call transactions using a computer and designated CRM software
Offer alternative solutions where appropriate with the objective of retaining customers and clients business
Organize ideas and communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers where necessary
Stay current with system information, changes and updates

Required Experience/Skills

2+ years of experience of phone / voice-based Software Application/Technical Support or call center experience supporting end users
Fluency in English (Read/Write/Speak)
Working knowledge of Windows OS
Proven problem-solving skills and technical aptitude
Superb communication and customer handling skills
Ability to think on your feet in a highly demanding and fast-moving environment
Excellent communication skills.