Senior Customer Support Representative
Location
Bangalore | India
Job description
Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their challenges, achieving outcomes that benefit both business and society. Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.
Position Overview: Are you ready to embark on a career journey filled with opportunities for growth and leadership Join us as a Senior Customer Support Representative and play a pivotal role in our Customer Value Delivery organization. This role isn't just about providing support; it's about becoming a driving force behind our team's success.
Your challenge: As a Senior Customer Support Representative, you will work with the Customer Value Delivery organization to deliver rapid assistance to client inquiries.
Your journey will involve guiding and inspiring junior team members, actively assisting your manager in various administrative tasks, and stepping up as a reliable point of escalation for the team. Your role is crucial in fostering a collaborative and thriving work environment, making a significant impact on our team's achievements.
Responsibilities: - Mentoring and Coaching: Take an active role in mentoring junior customer support representatives, helping them develop their skills and providing guidance for career growth.
- Administrative Support: Assist managers with administrative responsibilities, such as monitoring team performance, reporting, and managing escalations.
- Point of Contact: Act as a reliable point of contact for customers and team members when managers are unavailable, ensuring smooth operations.
- Login Assistance: Provide advanced login assistance, resolving complex issues, and offering insights to enhance the login experience.
- Password Resets: Handle password reset requests securely and efficiently, ensuring account security.
- Account Maintenance: Manage and resolve complex account-related queries and requests with a focus on accuracy and customer satisfaction.
- Technical Expertise: Utilize your extensive technical knowledge to diagnose and address challenging software-related issues.
- Customer Communication: Maintain professional and empathetic communication with customers, ensuring their needs are met effectively.
- Documentation: Keep meticulous records of customer interactions, ensuring accurate and up-to-date information in our CRM system.
Qualifications: - 3+ years of proven experience in customer support, with a strong track record of excellence.
- Leadership and mentoring skills, with the ability to guide and develop junior team members.
- Proficiency in administrative tasks and reporting.
- Excellent communication skills in English, both written and spoken.
- Technical expertise and a quick grasp of new software and technologies.
- Prior experience in the healthcare industry or as a team leader/manager is highly beneficial.
- A passion for delivering exceptional customer service and problem-solving.
Job tags
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