Customer Support Agent- L1

Valueadd Softtech And Systems Pvt Ltd

Job Location:

Pune - India

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Role of Customer Support Agent

Reporting to the Help Desk Team Lead a Customer Support Agent acts as initial and primary point of contact with the customer is responsible for the initial acknowledging of all tickets raised by customers and then gathering the necessary information in order to troubleshoot and resolve the issue if able else gather sufficient information for the ticket to be escalated to other teams as necessary.

Key Responsibilities:

Acknowledges all new tickets with initial response.
Root ticket to relevant team for non-issue tickets (e.g. sales event & change request).
Verify issue.
Gathering additional information
Confirm steps to reproduce issue.
Troubleshoot issue to identify cause & resolve if able escalate if not.
Accept customer calls when on duty.
Participate in customer go lives.
Participate in Project handovers.
Participate in General Escalation calls.

Minimum Qualifications:

A Level or equivalent education.
Excellent written and verbal English communication skills.
Experience in a customer facing support role.
Experience with web-based software.
Software Support experience.
Ability to work under pressure.
Strong organisational and teamwork skills.
Driven and hard working.

Qualification considered advantageous:

University degree.
Familiarity with JavaScript HTML XML SQL or Linux/Unix.
Written and/or verbal communication skills in other language.
Experience with retail software/eCommerce systems/platforms.

Role of Customer Support AgentReporting to the Help Desk Team Lead a Customer Support Agent acts as initial and primary point of contact with the customer is responsible for the initial acknowledging of all tickets raised by customers and then gathering the necessary information in order to troubles...