Customer Support Representative (Tier-1)

Position: Customer Support Representative (Tier-1)

Responsibilities :

• Offer customer support via email, chat or phone as level 1 personnel and face of the company
• Resolving customer complaints brought to your attention
• Bring your strategies and ideas to keep customers engaged and engrossed
• Learn from others and develop yourself as a customer service professional
• Manage and resolve Tier 1 Tickets, escalate Tier 2 tickets to Tier 2 team and file tickets for the R&D team

Requirements :

• Basic knowledge of technology/computer skills for ticket management, use of CRMs
• Knowledge of tools like JIRA, Zendesk etc. is a 'good to have'
• Pro-activeness with a go-getter attitude
• Self-starter and Punctual
• Team-player
• Excellent interpersonal and written and oral English communication skills
• Knowledge of mediation and conflict resolution techniques is preferable
• Should be comfortable with long calls all day

Note :

• Guadalajara(Mexico) job offer is for LATAM residents only and it's work-on-site at TFT-Mexico office premises
• Work timings are subject to change as per the roster
• Training would be provided for the product/platform.