Summary

We are seeking a dedicated professional to join our IT Services team as a Customer Support representative specializing in chat-based interactions. In this pivotal role, you will serve as the primary digital liaison between our organization and its clientele, ensuring prompt and effective resolution of inquiries. The position demands a strong commitment to service excellence, requiring the ability to navigate multiple chat platforms simultaneously while maintaining a professional and empathetic tone. This role is critical for maintaining high customer satisfaction scores and upholding our brand reputation in a fast-paced environment.

Responsibilities

Deliver high-quality support to customers through real-time chat channels, addressing technical and general inquiries with accuracy and efficiency.
Manage concurrent chat sessions while adhering to strict response time targets and service level agreements.
Document all customer interactions and resolutions in the designated tracking systems to ensure data integrity and facilitate future reference.
Identify recurring issues and escalate complex technical problems to the appropriate engineering or management teams for resolution.
Adapt to changing workflows and maintain a customer-centric mindset to resolve conflicts and exceed service expectations.
Collaborate with cross-functional teams to improve knowledge base articles and support processes.

Requirements

Possess a customer-focused attitude with a genuine passion for delivering exceptional service experiences.
Demonstrate excellent written communication skills, including proper grammar, spelling, and the ability to convey complex information clearly in text format.
Hold a foundational understanding of computer operations, including proficiency with standard office software and chat interface tools.
Be fully available and adaptable to work rotational shifts, including nights and weekends, to provide round-the-clock support.
Commit to working from the Gurgaon office location as required by operational needs.
Candidates with both fresh graduate qualifications and prior relevant experience are encouraged to apply.

Habilidades requeridas

Real-time chat supportManaging concurrent chat sessions / multitaskingWritten communication (clear text communication, grammar, spelling)Customer-focused attitude / service orientationTechnical troubleshooting and problem triageProficiency with chat interface toolsFoundational computer operations and standard office software (e.g., MS Office)Documenting interactions in tracking/CRM systems and ensuring data integrityAdhering to service level agreements and response time targets (SLA management)Empathy and conflict resolution in customer interactionsCollaborating with cross-functional teams to improve knowledge base and processesAvailability and adaptability to work rotational shifts (nights/weekends)

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