Job Description
Job Title Customer Support TechnicianJob & Department SummaryAs an Associate Customer Support Technician, you will be the first point of contact for customers seekingassistance. Your primary responsibility will be to provide a world class customer service experience whiletroubleshooting basic technical issues and escalating more complex problems to higher level supporttechnicians. You will interact with our customers through phone, chat, or email. You will help customersresolve issues related to our software products, typically focused one main software product, while ensuringa seamless user experience.Essential Functions• Provide effective, efficient and empathetic customer service in a professional manner• Communicate effectively, providing detailed and concise information internally, while avoiding discussingorganizational complexities externally• Utilize available resources to gather details and complete basic research• Required to work in available support channels including email and/or chat by appointment or real timeand outbound calls based on customer request.• Attach relevant KB articles/resources to respective cases. When sufficient product knowledge isestablished, create draft KB articles and leave feedback on existing articles• Adheres to departmental procedures• Accurately diagnose and troubleshoot technical issues with our Insurance software and products.• Actively participate in on-going training within your first year of on-boarding to ensure you receivethorough training and can provide expected accuracy in solutioning customer inquiries.• Maintains Professional discretion in Customer Communication• When sufficient product knowledge is established, may be expected to participate in product testingactivities, run assigned test executions, and communicate unexpected results/potential defects. Andexpected to take up additional responsibilities (Training & Mentoring).• Performs other duties as assigned by immediate manager or management team. Key Performance Outcomes• Customer service experience meets or exceeds world-class standards, as indicated by customer feedbackand satisfaction scores• Basic technical issues related to the main software product are resolved effectively• Complex problems are escalated to higher level support technicians in a timely manner• Ensure that all communication with customers is recorded accurately in the CRM system• Demonstrates continuous improvement in product knowledge through training and self-study• Achieving a high level of customer satisfaction, as determined through surveys, feedback anddemonstrated effectiveness• Comply with both team and organizational goals regarding SLA.• Exhibits behaviors which exemplify Applied Systems’ Core Values Required Skills & ExperienceEducation: Associate degree or higher may be preferredExperience:• Prior experience in customer service, support or technical support is a preferred (2 years).• Ability to quickly learn our software and gain a basic understanding of assigned product area• Basic analytical skills to identify, diagnose and resolve customer issues.• Basic ability to accurately diagnose and resolve issues.• Fundamental and effective written and verbal communication, with the ability to explain technicalconcepts to non-technical users.• Flexibility to adapt to changing processes, tools, and customer needs.• Ability to manage time effectively, prioritize tasks, and handle multiple responsibilitiessimultaneously.• Meticulous attention to detail in documenting customer interactions and technical issues.• Customer-focused mindset with a desire to help and support users and colleagues• A strong commitment to providing excellent customer service and maintaining high customersatisfaction.•
Shift Timings: This role requires working in different shifts (10:00-19:00; 17:00-02:00; 08:00-03:00;20:00-04:00 IST).Candidates should be comfortable working at any time and be open to rotational shifts.Technical / Functional Skills: Proficient in using a computer and keyboard. Competencies• Adaptability – Maintains a positive outlook; resists stress and works constructively under pressure;responds resourcefully to change and ambiguity• Collaboration – Effectively works and collaborates with others toward a common goal; considers theneeds and concerns of all affected groups; builds and leverages relationships across functions andorganizations to achieve business results; constructively deals with conflict• Communication – Writes and presents effectively; tailors message to the audience; possesses skills ofdiplomatic persuasion; skilled in interacting effectively with courtesy and tact; excellent executivepresence• Driving Execution – Drives continuous improvement in all internal processes; tackles problems head-on and works to resolve them without delay; intervenes to address barriers to achieving results andsources of lagging performance• Innovative – Introduces or uses new ideas and methods that result in improved performance, betteroutcomes or higher productivity• Time Management and Prioritization – Maximizes productivity; focuses on highest priority taskswhile maintaining progress on other assignments; et realistic and efficient deadlines and goals