Customer Support Executive - Nagpur

Responsibilities Interface with existing / new customers over phone and/or email Resolve service issues (Level 1 & 2 as appropriate) by understanding, clarifying customer problem, determining the cause, and ensuring resolution based on SLAs Manage customer expectations of response time, issue resolution and quality support Generate report on need basis Provide periodical summary report on calls / issues Escalate issues appropriately Analyse and provide feedback to reduce the number of issues experienced by customers Update ITSM tool / Issue Tracker with root cause and resolution steps against calls trackedUpdate job knowledge by continuous self learning, interacting with team members and maintaining personal / professional networks Nandanvan, Nagpur