As a Tier--2 performance support associate you will work on external (client/ Account Manager support). This profile requires excellent written, verbal and customer service/handling skills along with in depth product and process knowledge.

Requirement

• Minimum Bachelor's degree or equivalent
• Minimum voice experience of 1 - 2 years in International customer service profile for SPE
• Excellent communication skills and willingness to work in a voice/chat/email channels across multiple shifts/ 24/7 environment.
• Quick learner: able to quickly absorb complex product and procedural information, and seamlessly adapt to rapid changes in the product, process and workflow as they occur.
• Customer service skills: ability to make decisions based on the best interests of customers, as well as the technical escalations team.
• Analytical and proactive mindset: be able to quickly understand, analyze and make recommendations for improvement for internal processes, where appropriate. Able to quickly identify information required for appropriate technical troubleshooting.
• Highly responsive and productive under time pressure: able to consistently deal with high volumes and prioritize the work accordingly.
• Prior experience of supporting SaaS product support background B2B

Responsibilities:

• Solving queries raised by customers, internal & external stakeholders via various channels.
• In depth process and product knowledge
• Collaborating with other Teams or departments in order to resolve complex queries
• Should be a Team player , and fill in for team members if needed.
• Deliver Timely resolution by closing query with the stipulated turnaround time
• Perform well on customer satisfaction index

Job Description PE

1.1 Expectations:

• Good communication skills. The candidate must be at a minimum B1 CEFR level for PE and B2 for SPE.
• Adherence to timely completion of targets along with maintaining quality.
• Contributes to the business success by meeting or exceeding the Ops defined targets.
• Maintains professionalism at work.
• Works with team members to achieve common goals.
• Customer centric attitude - willing to walk an extra mile to help resolve the customer?s concern.
• Prior experience of managing customer service segment
• Learner?s attitude and flexible to work with any channel such as phone, chat or email.

1.2 Skills Required:

• Minimum Qualification - Graduate in any discipline.
• PE - Freshers with good communication skills can apply for the PE role.
• SPE - Minimum 1 to 2 years of relevant experience, should have an understanding of Ops metrics.
• Comfortable with rotational shifts and week offs.
• Great Customer Service Skills.
• Problem solving attitude towards work and life.
• Prior experience of supporting SaaS product support background ? B2B