Job Description 

TITLE OF ROLE: Support Agent

DEPARTMENT: Global Horizontal Support

REPORTS TO (ROLE): Manager - Customer Support

LOCATION: Chennai

Shift Timing: 9 PM to 6 AM (Night Shift

Position Summary: 

Interact with customers to provide information in response to level 1 inquiries about products and services and to handle and resolve questions. Provide customer support by obtaining, analyzing, and verifying the accuracy of information in a timely manner. Initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained. Collect the information from the customer and either help them or find the appropriate team to transfer to.

Job Responsibility: 

Receive customer requests by telephone, e-mail, chat and web.  Analyze the requests, provide solution or ascertain who best can provide the information, and route the request to the appropriate department / individual. 

Maintain customer records by updating account information.  

Resolve level 1 product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.  

Forward all details of potential customers to Account Manager/Dealer Channel Sales by collecting customer information. 

Provide all billing related information to customers – help in resolving any billing issues 

Receive, process and verify the accuracy of requests from customers utilizing the company’s internal tools and systems. 

Provide quality service to both internal and external customers through quick and accurate communication. 

Receive inquiries and contact the organization’s other departments to resolve a variety of account related issues. 

Qualifications & Experience: 

Bachelor’s Degree or equivalent  

Min 0 to 1 years of experience in customer service

Specific Skills required: 

Excellent written and verbal communication skills

Process-oriented with high attention to detail 

Basic knowledge of Google Workspace

Basic knowledge of computer -  MS Windows & MS Office 

Problem solving and analytical skills