Keywords / Skills : Support architect, senior support engineer, technical support, software support, customer support, L2 agent, IT Engineer, technical support agent, telecom, advanced English, remote job, work from home
We are looking for professionals who want to work for a support team, unlike any other support organization. We want to build a team with the exceptional few IT professionals who can couple their technical acumen with their exceptional verbal and written communication skills.
L2 Customer Support Architects enjoy working on complex issues and the challenge that comes with escalated tickets. It is essential to have a deep understanding of software support tools and strong technical skills. World class service is more than solving the issue, it’s about providing the customer with an experience. L2 agents are expert communicators and strive for high-quality scores.
To excel in this position you will need to:
Have a Bachelor’s degree or equivalent
Have perfect spoken and written English
+4 years as a front-line agent supporting software products
Be able to write basic scripts in various programming languages (from automating jobs to creating connectors)
Demonstrate an intermediate to advanced understanding of the following:
Windows or Unix/Linux Server
Network and Web servers
Sharepoint - Intermediate
Asynchronous Transaction/Event Processes
Interpret/Understand Monitoring/Graphing Tools
Analysis of Log Files - Intermediate minimum
Be a master in troubleshooting, issue tracking, and ticket management
Be able to write specs/documentation/knowledge base articles
Be a fast learner, proactive, sharp thinker, investigative and dedicated to solving customers issues
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