Customer Support Representative
Job Description & How to Apply Below
Job Description
Amazing Career Moments Happen Here
Transforming the insurance industry is ambitious, we know. That's why at Applied Systems India Pvt Ltd., an Applied Systems company, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers – all within a culture built on values that make us indispensable to each other too.
With 40+ years of experience in the Insurtech game, we're not just redefining what's achievable, we're creating a place where amazing career moments are made possible.
Position Overview
As an Associate Customer Support Technician, you will be the first point of contact for customers seeking assistance. Your primary responsibility will be to provide a world class customer service experience while troubleshooting basic technical issues and escalating more complex problems to higher level support technicians. You will interact with our customers through phone, chat, or email. You will help customers resolve issues related to our software products, typically focused one main software product, while ensuring a seamless user experience.
What You'll Do
Provide effective, efficient and empathetic customer service in a professional manner
Communicate effectively, providing detailed and concise information internally, while avoiding discussing organizational complexities externally
Utilize available resources to gather details and complete basic research
May be required to work in any or all available support channels including phone, email and/or chat by appointment or real time
Attach relevant KB articles/resources to respective cases. When sufficient product knowledge is established, 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 receive thorough 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 testing activities, run assigned test executions, and communicate unexpected results/potential defects
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 feedback and 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 and demonstrate effectiveness
Exhibits behaviors which exemplify Applied Systems' Core Values
We're Excited To Learn More About You
Prior experience in customer service, support or technical support is a preferred but not required
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 technical concepts to non-technical users.
Flexibility to adapt to changing processes, tools, and customer needs.
Ability to manage time effectively, prioritize tasks, and handle multiple responsibilities
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 customer satisfaction.
Shift Timings:
This role requires working in a 24/7 environment, and candidates should be
comfortable with 24/7 shifts.
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