Technical Customer Support Representative

Artius Interior Products; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Artius Interior Products in Gurugram seeks a capable Customer Service Technical Support specialist to enhance the customer experience through informed product guidance and responsive service.

You will analyze data to improve support, handle new customer calls with pricing and feature information, educate customers on device features, and coach associates to deliver exceptional service while addressing escalations and process improvements.

Qualifications

• Preferably a B.Tech or Diploma in Engineering.
• 1–5 years of experience in technical support / customer care.

Responsibilities

• Analyze reports and data to improve customer experience from a support perspective.
• Handle new customer calls and provide product information including pricing, features and benefits
• Educate customers on device features
• Develop and coach support and customer service associates to deliver an exceptional customer experience
• Identify knowledge gaps with products, support processes, customer engagement, and call/ticket management
• Identify growth opportunities and strategies to enhance the customer experience
• Customer care and conflict resolution on escalations
• Identify and implement new tools, systems, processes, and metrics to improve the support team and customer service experience

Skills

Customer service

Technical support

Education

B.Tech or Diploma (Engineering)

Job description

Customer Service Technical Support Duties & Responsibilities

• Analyze reports and data to improve the customer experience from a support and customer services perspective
• Handle new customer calls and provide product information including pricing, features and benefits
• Educates customer on device features
• Develop and coach support and customer service associates to deliver an exceptional customer experience and achieve high performance metrics
• Identify knowledge gaps with products, support processes, customer engagement, and call and ticket management
• Identify growth opportunities and strategies to enhance the customer experience and provide value
• Customer care and conflict resolution on escalations
• Identify and implement new tools, systems, processes, and metrics to implement for continual improvement of the support team and customer service experience

Qualification Required:

Preferably B.tech or Diploma (Engineering)

Experience: 1- 5 yrs in technical support(Customer care)