Customer Support Representative

About the role

Transforming the insurance industry is ambitious, we know. That’s why at Applied Systems India Pvt Ltd., an Applied Systems company, we’re building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers – all within a culture built on values that make us indispensable to each other too.

Responsibilities

• 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
• Absorb and utilize available resources to gather details and complete basic research
• Interact with our customers through phone, chat, or email
• Help customers resolve issues related to our software products, typically focused on one main product
• Ensure a seamless user experience
• Work in available support channels including email and/or chat by appointment or real time and outbound calls based on customer request
• Attach relevant Knowledge Base (KB) articles/resources to respective cases
• Create draft KB articles and leave feedback on existing articles when sufficient product knowledge is established
• Adhere 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
• Maintain professional discretion in Customer Communication
• May be expected to participate in product testing activities, run assigned test executions, and communicate unexpected results/potential defects
• Take up additional responsibilities (Training & Mentoring)
• Perform other duties as assigned by immediate manager or management team

Requirements

• Experience in inbound international voice process and multitasking, adaptable to phone, chat, and email support as needed
• Prior experience in customer service, support or technical support (4+ years) is preferred
• 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
• All communication with customers is recorded accurately in the CRM system
• Continuous improvement in product knowledge through training and self-study
• High level of customer satisfaction, as determined through surveys, feedback and demonstrated effectiveness
• Complies with both team and organizational goals regarding SLA
• Exhibits behaviors which exemplify Applied Systems’ Core Values

Qualifications

• 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

Benefits

We offer a competitive compensation package, comprehensive benefits, and opportunities for growth and development within the company.

Schedule

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.

Skills

• Communication Skills
• Problem-Solving and Conflict Resolution
• Time Management and Multitasking
• Empathy and Emotional Intelligence
• Problem Tracking and Documentation

Pay

The salary range for this position is [Insert Salary Range Here]. Please note that this is a general range and actual pay may vary based on experience, qualifications, and location.