CISION Telugu Customer Support Advisor Jobs | Work From Home Jobs
Customer Support Advisor Responsibilities
Replying to Customer Inquiries As a Customer Support Advisor, your primary responsibility is to respond to customer inquiries via supported communication channels promptly and effectively.
Identifying and Reporting Product Issues You’ll identify, replicate, and report validated product issues to the R&D team, ensuring seamless communication between support and development teams.
Logging Feature Requests Another crucial task is to identify and log feature requests from customers, providing valuable feedback to the product development process.
Following up on Inquiries You’ll follow up on customer inquiries upon issue resolution or feedback from the R&D team, ensuring customers are informed and satisfied.
Providing Outstanding Service Delivering outstanding service to customers is key. You’ll engage with customers over phone, email, and chat, adding value to interactions and ensuring prompt resolution of issues.
Taking Ownership of Support Tickets You’ll take ownership of support tickets, shepherding them through all process stages until a resolution is reached.
Monitoring Cases and Flagging Breaches Maintaining an overview of submitted cases to R&D and flagging internal SLA breaches are vital aspects of your role.
Escalating Support Cases Based on severity levels and business risk assessments, you’ll escalate support cases when necessary.
Becoming a Product Expert You’ll become an expert on the Brandwatch product suite and engage in feature tests to stay updated on new releases and features.
Updating Knowledge Base Regularly updating the internal knowledge base with new insights enhances knowledge sharing across the support team.
Participating in Training Sessions You’ll actively participate and contribute to roundtables, calibration, and training sessions within support and cross-functional departments.
Expected Traits
Professionalism and Timeliness Providing professional, timely, and high-quality customer service is essential in all engagements with prospects and customers.
Excellent Communication Your excellent communication skills allow you to translate technical terms into customer-friendly language effectively.
Following Defined Processes You’ll report product issues and feature requests according to defined processes, templates, and information requirements.
Taking Ownership Taking clear ownership of your cases while collaborating on your co-workers’ cases when necessary demonstrates accountability and teamwork.
Flagging Risks and Opportunities You’re adept at flagging risks and detecting opportunities during customer interactions and conveying that information to the appropriate stakeholders.
Product Expertise Staying up to date with the newest release features and their use-cases showcases your expertise in the product suite.
Evaluation Criteria
Adherence to SLA Your performance will be evaluated based on adherence to Customer Support’s Service Level Agreement across all channels for customer inquiries.
Support Quality Metrics Metrics such as tone of voice and ticket handling contribute to assessing the quality of support provided.
Customer Satisfaction Customer satisfaction ratings reflect the effectiveness of your interactions and problem-solving skills.
Communication Skills Your communication skills, both internal and customer-facing, play a crucial role in evaluating your performance.
Product Knowledge Staying knowledgeable about the product suite enhances your ability to provide effective support and assistance to customers.
