Mitsogo
Location
Chennai | India
Job description
About Mitsogo
Mitsogo is a global organization that highly values the contributions of each employee. Our ability to attract top talent is a testament to our commitment to fostering a sense of belonging for everyone. We recognize the rapid evolution of technology and society that impacts our industry, and we prioritize equipping our employees with diverse opportunities and empowering them with a wide range of skills.
About Hexnode
Hexnode, the Enterprise software division of Mitsogo Inc., was founded with a mission to simplify the way people work. Operating in over 100 countries, Hexnode UEM empowers organizations in diverse sectors. Fueling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.
Roles And Responsibilities
Support Coordinate will be the first point of contact for Business.
Coordinate customer support activities, ensuring timely response and resolution of customer issues
Maintain accurate records of customer interactions and transactions
Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible.
Distribute, share, or assign tickets to the right team and right agents
Maintain the KPIs and SLAs as per the policy
Keep business users informed about their bugs status at agreed intervals
Provide first-line investigation and diagnosis of all Bugs.
In case the L1 Team requires additional Support, Coordinate with the appropriate L2 Support
Identify opportunities for process improvement and contribute to the development of support documentation
Collaborate with cross-functional teams to escalate and resolve complex customer issues
Stay updated with product knowledge and industry trends to provide the best support to customers.
Shift : US Shift 6 PM to 3 AM or 9 PM to 6 AM IST
Qualifications And Skills
Bachelor’s degree in a relevant field
1-3 years of experience in a customer support role
Excellent communication and interpersonal skills
Strong problem-solving abilities
Ability to prioritize tasks and meet deadlines
Proficiency in using support tools and software
Knowledge of tools like Zendesk, HubSpot, or customer success team CRMs.
Ability to work effectively in a team environment
Attention to detail and organizational skills
Positive, energetic, enthusiastic attitude
Strong attention to detail
Excellent at multitasking & task prioritization
Skilled use of Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.
Ability to apply judgment in high-pressure situations with minimal external guidance
Job tags
Salary
