Graduate Pass B.A, B.Com & BBA, Post Graduate Pass Candidate eligible for this job role.
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Resolving product/service issues, troubleshooting problems, and providing ongoing technical assistance to customers are the typical duties of help desk support team in SaaS and tech companies. That includes providing help and support with installation, customization, maintenance, and upgrading of the product. It requires agents to have deep product/ service knowledge, as well as certain hard skills. Tech support reps very often work closely with product development teams to ensure product optimization and improvement of end-user experience.
Dealing with unhappy customers and handling complaints is an almost inescapable duty of many customer service employees. This applies especially to frontline reps, who are usually the first point of contact for customers.
The customer service representative duties do not end at just responding to customers and resolving their issues. Collecting and analyzing customer feedback can also be a part of their customer service job tasks. There are numerous ways to automate feedback collection. Agents may also personally follow up with customers to find out how the solution worked for them. In addition, take notes of their suggestions on what can be potentially improved.