Sr. Customer Support Representative

Job Description
Job Title Customer Support Technician
Job & Department Summary
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.
Essential Functions• 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• Required to work in available support channels including email and/or chat by appointment or real time
and outbound calls based on customer request .• 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 . And
expected 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 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
demonstrated effectiveness• Comply with both team and organizational goals regarding SLA .• Exhibits behaviors which exempl ify Applied Systems' Core Values
Required Skills & Experience
Education: Associate degree or higher may be preferred
Experience :• 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 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
simultaneously.• 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 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 the
needs and concerns of all affected groups; builds and leverages relationships across functions and
organizations to achieve business results; constructively deals with con flict• Communication - Writes and presents effectively; tailors message to the audience; possesses skills of
diplomatic persuasion; skilled in interacting effectively with courtesy and tact; excellent executive
presence• 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 and
sources of lagging performance• Innovative - Introduces or uses new ideas and methods that result in improved performance, better
outcomes or higher productivity• Time Management and Prioritization - Maximizes productivity; focuses on highest priority tasks
while maintaining progress on other assignments; et realistic and efficient deadlines and goals