Specialist - User Support - Global Service Centre
Be a responsible member of the L1 Support Team.
Responsible for handling inbound and outbound calls and emails from customers and resolving their queries.
Responsible for coordinating with L2 support team to resolve issues faced by customers while using business applications
Provide end-to-end resolution to all open/unresolved user queries/grievances
Provide accurate, valid and complete information by using the right methods/tools like CRM
Conduct effective & regular training sessions for new joiners and for new customers
Meet personal/team targets and call handling etiquettes (FTR, AHT etc.)
Additional Requirements for the role:
Maintaining a positive, empathetic, and professional attitude toward customers always and responding promptly to customer enquiries
Ensure customer satisfaction and provide professional customer support.
Critical thinker, should have efficient problem-solving & decision-making skills
Great interpersonal and communication skills
Positive attitude towards work and eagerness to learn
Proficient phone contact handling skills and active listening
Familiar with CRM systems and practices
Excellent communication and presentation skills
Ability to multi-task, prioritize and manage time effectively
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