Hiring For Customer Support Specialist_Night Shift

Springbord Systems; Chennai District; On-site; INR 350,000 - 520,000; Full time

Job summary

Springbord Systems is seeking a Customer Support Specialist in Chennai for 1–3 years of experience, working on-site (WFO). You will handle customer tickets and voice calls, resolve queries, and assist the Client Success Managers with reporting and account tasks.

The role requires strong written and oral communication, a customer-centric approach, and proficiency in MS Excel for report generation. You will engage with US clients and contribute to service excellence across channels.

Qualifications

• Experience in product-based customer support.
• Handling tickets and voice calls to resolve inquiries.
• Exposure to US client interactions via voice calls.
• Excellent written and oral communication skills.
• MS Excel and reporting capabilities.

Responsibilities

• Understand customer queries and deliver best-in-class support to clients and admins.
• Ensure first-time-right resolutions via email, calls, and tickets (Tier II).
• Provide accurate solutions through voice support and report progress in weekly calls/ meetings.
• Build deep understanding of the client’s products and offerings.
• Maintain clear communication across email and voice interactions.
• Support the Client Success Managers with reporting and day-to-day account tasks.

Skills

Product CS Experience

Ticket & Voice Handling

US Clients

Fast Learner

Oral & Written Comm

Excel & Reporting

Job description

Experience: 1 - 3 yrs

Work Location: Chennai

Work mode: WFO

Roles and Responsibilities

The Customer Support Specialist has to understand the different types of services/products provided by the company to its clients. The CSS has to resolve the customer queries and complaints through the tickets and emails.

The Customer Support Specialist has to be customer centric, fast learner with good oral/written communication. Demonstrate keen interest and understanding on the company services and products.

Resolve customer queries with first time right solutions through inbound tickets.
Support the Customer Success managers of the company by generating the required reports for them.

Required Skills

• Product based Customer Support Experience
• Tickets and voice call Handling Experience - Resolving customer queries
• US client/customer Voice Call experience
• Fast Learner
• Good Oral and Written Communication
• MS Excel Skills and Report Generation

Roles and Responsibilities

• Understand customer queries thoroughly and deliver best-in-class support to the client's customers and administrators by offering clear, helpful guidance and resolving their questions.
• Ensure first-time-right resolutions to customer inquiries as part of Tier II support, handled through email, phone calls, and ticketing systems.
• Deliver accurate, first-time-right solutions to customer queries via voice support, while also relaying the correct information to the client during weekly calls and meetings.
• Build a fast, strong understanding of the client's products and offerings.
• Maintain clear and precise communication across both email and voice interactions.
• Report directly to the client's Customer Success Managers, assisting them with their assigned tasks, reporting requirements, and day-to-day account operations.