Customer Support Operations Manager

Position Summary:

We are looking for a Subject Matter Expert to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust. You should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Roles & Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and assist customers with specific features.
• 
  Update systems, keep SOPs up to date, and ensure client communication in tickets is current.
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved

Qualification Required:

• Educational Qualification: Graduate or above from a reputed institute.
• Minimum of 5 year of experience working as a Customer Support Specialist.

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  Fluent in verbal English.
• Good written English with no grammatical errors.
• Experience as a Customer Support Specialist or in a similar CS role.
• Familiarity with the eLearning domain is a plus.
• Experience using help desk software and remote support tools.
• Excellent communication and problem-solving skills in English.
• Candidates should possess strong presentation skills.
• Ability to multitask effectively