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Job Description
- Walk customers through the process of using the software and customize it to fit their businesses.
- Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem.
- Send technical documentation to customers who have lost or misplaced theirs.
- Refer difficult cases to a senior analyst or support tech.
- Assume remote control over customers’ computers when necessary to resolve problems.
- Open and maintain customer accounts by recording account information.
- I identify and assess customers’ needs to achieve satisfaction
- Resolve customer complaints via phone, email, mail or social media
- Work with the customer service manager to ensure proper customer service is being delivered.
- Resolve 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.
Job Requirements
- Fluent English speaking.
- Regular working Hours from 3:00 PM to 11:00 PM, + 2 Days off.
- Has a good technical background.
- Track record of over-achieving quota.
- Strong phone contact handling skills and active listening.
- Excellent communication and presentation skills.
- Bachelor of Commerce is preferred.