12/01 Vidya
HR Recruiter at XTGlobal

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XTGlobal - Customer Technical Support Lead - Web Applications (10-19 yrs)

Hyderabad Job Code: 399682

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.

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