XTGlobal - Customer Technical Support Lead - Web Applications (10-19 yrs)
Title : Customer Support Lead
Location : Financial District, Gachibowli, Hyderabad
Experience : 10- 15 Years
Shift : 8PM - 5AM
Job Description/Responsibilities :
- Should have 10 to 15 years of experience in customer service providing Tier 1/L1 support to users having issues using web applications.
- Should have at least 4 years of experience in leading a team by mentoring/training and reviewing their performance.
- Should be able to learn application functionality quickly and troubleshoot issues reported by users.
- Ability to set up standard procedures in handling customer interactions.
- Must be experienced in managing established KPI and providing regular updates and dashboards for executive review.
- Ability to accurately assess the nature and nuances of customer issues
- Should maintain customer relationship by responding to inquiries and documenting actions.
- Must be able to provide responses and resolutions based on corporate service level agreements (SLA).
- Must have a positive attitude, with a genuine interest in helping customers
- Should be able to get help from Tier 2 support team, get the issues resolved and communicate to customers in a timely manner.
- Experience in phone, email & live chat support is a must.
- Experience in supporting US customers is a must.
- Excellent verbal & written communication skills.
- Experience with customer service and CRM tools like Salesforce, Zendesk, Freshdesk is a plus.
- Should be willing to work US shift (India night shift: 8 PM to 5 AM IST).
- Should have excellent interpersonal, organizational, and time management skills.
- Experience with accounting software support a huge plus.
- Knowledge of QuickBooks Online/Desktop, MS Dynamics GP or Sage Intacct products is a plus.