Contact Center Agent I

The Role:

We are currently seeking a motivated Contact Center Agent to join our Contact Centre team in Hyerabad supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the platform to ensure a positive customer this role you will:

• Professionally answer calls from customers and partners
• Create cases on NowSupport gathering key information that will enable our Subject Matter Expert Teams to resolve problems detected.
• Assign cases in NowSupport to the correct Subject Matter Expert Team.
• Teach customers how to create cases in NowSupport.
• Provide initial triage support by answering basic customer inquiries via case phone or e-mail in a timely efficient manner.

What you get to do in this role:

• You will be supporting users in the use of the platform by providing necessary advice and/or training in how to create cases.
• You will perform initial triage of customer cases with documented solutions and/or workarounds.
• You will be escalating to internal support resources and Subject Matter Experts when necessary.
• You will answer and create multiple cases daily.

To be successful in this role you have:

• Customer Service Experience
• The ability to communicate effectively with people at all levels.
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• The ability to work as part of a team and on their own initiative.
• Prior experience working in a contact center environment.
• Prior experience training users.