Customer Support Associate - Pune, India - Cloud Software Group

Cloud Software Group

Verified Company

Pune, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

About Cloud Software Group

Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world's largest cloud software providers, serving more than 100 million users around the globe.

When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done - from anywhere.

Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks.

Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

About This Team
The TIBCO Support organisation provides technical product support services to our customers. We use a "follow-the-sun" model to ensure that support is available whenever it is needed. Support centres are located around the world to support all the TIBCO product lines. Within TIBCO Support, Level 1 Support is responsible for providing first line assistance to customers.

Duties & Responsibilities
This person will work in the L1 Support and will have the following responsibilities:

Answer incoming customer phone calls
Respond to customer inquiries received via chat
Create/monitor problem reports (cases) from customers in our call tracking system
Validate customer maintenance status
Validate assigned contacts for customers and provide userids for accessing the TIBCO Support customer portal
Confirm problem description, severity, and gather basic product information
Research required information using available resources and respond to basic product questions and general queries
Direct cases to the appropriate product support group
Help to maintain internal support procedures
Help on various internal company projects
Interface with other L1 Support members and support staff around the world

Required Experience/Skills

12 years experience in customer service
Excellent customer service, verbal and written communication skills required along with active listening
Knowledge of customer service practices and principles
Need highlevel technical knowledge to be able to understand a customer's problem and be able to communicate to support engineers.
Knowledge of collaboration and CRM tools a plus

Education