Sr.Customer Support Representative

Job Responsibility:

Interacts with customers, company sales and/or service representatives via telephone, email, text, chat or through other social media platforms, to handle a variety of pre-sales or post-sales service functions. Analyzes requests, provide solutions or ascertains who best can provide the information, and routes the request to the appropriate department/individual

Resolves level 1 product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges.

Contributes to team effort by accomplishing team metrics and SLA

Provides all billing-related information to customers – helps in resolving any billing issues

Receives, processes and verifies the accuracy of requests from customers utilizing the company’s internal tools and systems

Ensures and provides quality service to both internal and external customers.

Receives inquiries and contacts the organization’s other departments to resolve a variety of account-related issues

Participates and provides expertise as a member of the Customer Care group

Attends regular meetings and feedback sessions