Technical Support -Team Lead Job in Bengaluru at ClearTax
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Technical Support -Team Lead
ClearTax
Full Time Job
Not Disclosed
1-2 years
Posted 30+ days ago
Location
- Bengaluru
Skills Required
- Technical Support
- Microsoft Excel
- Problem Solving
- Customer Relationship Management
- Analytical skills
About this Job
Cleartax is hiring for the role of Technical Support -Team Lead!
Responsibilities of the Candidate:
- Provide Software support (Inbound phone calls and emails) for our clients by troubleshooting issues and providing appropriate resolutions in a timely manner.
- Works with clients/relationship managers to fully understand the problem, including Reviewing screenshots, Reproducing the issue, Reviewing error logs, and Troubleshooting the issues.
- Keeps the customer engaged throughout the case lifecycle. Takes ownership in providing timely updates to the client.
- Works collaboratively across the team to get support (from peers or escalations) and offer support when others need it.
- Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction. Escalate issues, as needed.
- Communicate the root cause and resolution to clients in non-technical terms / easily consumable language.
- Thoroughly document the touchpoint outcome in the CRM.
- Identify repeated problems, and opportunities for technological resolution to avoid future tickets with the same concerns
- Ensure complete participation and contribution in organization/process-level initiatives that may be implemented occasionally to improve process efficiency.
Requirements:
- Treat customers’/clients with respect, empathy, and constructive candour.
- Customer first approach
- Eager to learn & open to change adaption.
- Workable knowledge in Ms Excel.
- Good communication skills(Verbal & Written), with proficiency in English and Hindi.
- Ability to translate the requirements/problems from clients into consumable documents for Product/Engineering review.
- Any graduate (Pref. B.com)
- Previous experience in SAAS technical support will be an added advantage.
- Willingness to work 24/7 shifts.
Eligible Degrees
+94 More
Who can apply
Documents Required
1. Resume
2. ID Proof (e.g. Aadhar Card, PAN Card, etc.)
About ClearTax
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