Job Description

1. Technical and Account related Assistance: Provide timely and accurate technical and account related assistance to customers using our cloud services through a chat-based communication channels. Address a wide range of inquiries, from basic usage questions to complex technical issues.
2. Solve: Investigate and diagnose technical issues reported by customers, following established protocols and guidelines in KM. Collaborate with customers, support and service teams to identify root causes and recommend effective solutions !
3. Customer Engagement: Develop positive relationships with customers by delivering outstanding customer service and support. Understand their needs, empathize with their challenges, and maintain a professional and courteous demeanour throughout interactions.
4. Knowledge Base: Contribute to the creation and maintenance of an up-to-date knowledge base. Document common issues, solutions, standard methodologies, and fix steps to assist customers and fellow team members.
5. Continuous Learning: Stay up-to-date with the latest developments in cloud technologies, product updates, and industry trends. Participate in training sessions to expand your technical knowledge and customer service skills.
6. Feedback Loop: Provide feedback to the service teams regarding customer problems, feature requests, and areas for improvement in our cloud services. Collaborate with multi-functional teams to enhance the user experience.
7. Metrics and Reporting: Maintain accurate records of customer interactions, including issues resolved, response times, and customer satisfaction ratings. Provide regular reports and insights to support team leads and management.

Qualifications:

1. Technical Background: A bachelor's degree in computer science, information technology, or a related field is preferred (or) relevant experience with any bachelor’s degree.
2. Communication Skills: Exceptional written and verbal communication skills. Ability to convey technical information clearly and concisely to both technical and non-technical customers.
3. Customer-Centric: A passion for delivering outstanding customer experiences. Patience, empathy, and a customer-first demeanor are essential.
4. Time Management: Excellent time management skills with the ability to balance multiple customer interactions simultaneously while maintaining a high level of responsiveness.

Responsibilities

1. Technical and Account related Assistance: Provide timely and accurate technical and account related assistance to customers using our cloud services through a chat-based communication channels. Address a wide range of inquiries, from basic usage questions to complex technical issues.
2. Fix: Investigate and diagnose technical issues reported by customers, following established protocols and guidelines in KM. Collaborate with customers, support and service teams to identify root causes and recommend effective solutions.
3. Customer Engagement: Foster positive relationships with customers by delivering exceptional customer service and support. Understand their needs, empathize with their challenges, and maintain a professional and courteous demeanour throughout interactions.
4. Knowledge Base: Contribute to the creation and maintenance of an up-to-date knowledge base. Document common issues, solutions, standard methodologies, and fix steps to assist customers and fellow team members !
5. Continuous Learning: Stay up-to-date with the latest developments in cloud technologies, product updates, and industry trends. Participate in training sessions to expand your technical knowledge and customer service skills.
6. Feedback Loop: Provide feedback to the service teams regarding customer problems, feature requests, and areas for improvement in our cloud services. Collaborate with multi-functional teams to enhance the user experience.
7. Metrics and Reporting: Maintain accurate records of customer interactions, including issues resolved, response times, and customer satisfaction ratings. Provide regular reports and insights to support team leads and management.