Uneza Shaikh

Senior Customer Service Representative

• Job Details:Provide advanced technical support by handling escalated or complex customer cases, while under minimal supervision. Identify, investigate, research and provide resolution on user questions and problems; including hardware, software, networking, or other designated client products. Extensive knowledge of the organization, products, and/or services is required. Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed. Solve problems that are generally unstructured and require extensive use of conceptual thinking skills. Provide subject matter expertise in area of assignment; serve as a resource to other support personnel. Ensure service delivered to our customers meets contractual key performance indicator (KPIs). Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer. Clarify customer requirements; probe for understanding. Prepare complete and accurate work including appropriately notating accounts as required. Participate in activities designed to improve customer satisfaction and business performance. Log all incoming calls and accurately complete case notes in the call tracking database. Provide top-notch technical support to customers through various channels, including email, chat, and phone. Troubleshoot and resolve technical issues related to our IoT devices, ensuring prompt and accurate solutions. Collaborate with cross-functional teams to escalate and resolve complex technical problems. Document customer interactions and resolutions in the support system. Proactively identify and communicate recurring issues to the product and engineering teams for resolution. Stay up-to-date with product knowledge and updates to provide accurate and effective support. Responsible to assist in creating and updating support documentation and resources for customers. Appointed to demonstrate a strong customer-centric attitude and a commitment to resolving issues promptly.