Manager Technical Support Engineer

Job Title: Customer Support Analyst

Experience: 3 to 6 Years

About the Role

The Customer Support Analyst serves as an important first level liaison between Netradyne and our customers. This role is responsible for ensuring the success of our customers by providing timely resolution of customer reported issues and requests. The ideal candidate will have excellent communication skills (English), customer relationship skills and experience supporting international customers (US or UK).

We are 24 hrs 7 days a week 365 days centre and hence would need candidates who are open to work any shift based on business requirement including Saturday and/or Sunday.

Roles Responsibility

• Responding to customer queries via phone, email, or chat in a timely and professional manner.
• Resolving customer reported issues and requests by probing, analysing, and working with multiple technical teams internally.
• Providing excellent customer service and building strong customer relationships.
• Logging customer requests in the ticketing tool and keeping accurate records of customer interactions.
• Following with customers to ensure their issues and requests have been addressed to their satisfaction and keeping them updated status of open cases.
• Escalating complex customer issues to next level and ensure there s a proper hand off on escalated issues.
• Staying current with Product knowledge and improve technical skills to be able to resolve most of the customer issues on first contact.
• Continuously seeking ways to improve customer experience and assisting with implementation of new customer service processes and procedures.

Requirement Experience

• Bachelor s degree/ any degree or equivalent with 3- 5 years of relevant technology support experience.
• Strong verbal and written communication skills with excellent interpersonal and customer service skills.
• Previous customer service experience, preferably in a fast-paced environment.
• Demonstrated ability to empathize with customers, actively listen, ability to always defuse situation than intensify one.
• Ability to handle stressful situations and remain calm under pressure.
• Demonstrate professionalism, discretion, and good judgement in all interactions with customers and co-workers.
• Open to working in night shifts or any shift based on business requirement.
• Familiarity working with ITSM/CRM tools, preferably Sales Force.
• Basic Networking, Storage and Platform troubleshooting skills