Keywords / Skills : Support specialist, support engineer, helpdesk support, technical support, software support, customer support representative, customer support engineer, IT helpdesk, contact center, L1 agent, support agent, technical support agent, telecom
At Crossover, we are firm believers that customers deserve to be heard, cared for and treated with respect. This is the foundation for delivering world-class service. We are in search of those higher-level agents that can possess technical expertise and are masters at delivering exceptional customer service.
We strive to be the best by hiring the best. We are looking for professionals who have an analytical mind, prior technical support experience, and a passion for helping others to join our elite force.
Strong oral/written communication skills in English
+2 years as a front-line agent supporting software products
Ability to perform at a high level solving at least 15 tickets per day
Ability to learn multiple products across multiple technologies
Ability to write knowledge base articles and step by step guides
Well versed in current software support practices and tools including troubleshooting, issue tracking, and ticket management
Basic to Intermediate technical knowledge in the following:
Crossover is redefining the way people work. Brick and mortar offices are history. The future of our global workforce will be built from teams collaborating from every corner of the world. We have embarked on an expedition to find and engage with that talent. Crossover has developed a unique method of finding, curating, and managing remote contractors. Our platform connects customers to the worlds best talent for both technical and non-technical employment. But we don’t just find the best, we also provide the tools, training, and relationship building support to ensure success for long term growth.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases